Customer Operations Agent

Welcome to Munich Ventures, a venture catalyst that supports startups in building digital products at every stage — from early ideation to scaling and global expansion. We invest in startups, build high-performing tech teams, and deliver end-to-end product development.

You will join MiceDesk, a fast-growing impact start-up revolutionizing technological innovation and highly qualified specialist support in the hospitality industry. MiceDesk is building an AI-driven platform that automates complex sales workflows across email, CRM, and PMS systems, helping hospitality teams accelerate revenue management through smarter, data-driven decision-making.

We are looking for a Customer Operations Agent to join our operations team and support daily customer-facing and internal workflows.

In this role, you will be responsible for handling incoming customer requests, ensuring accurate data management across systems, and supporting operational processes where automation is not sufficient.

Role Overview

The Customer Operations Agent supports daily operational tasks and customer requests. The role focuses on processing incoming requests, updating systems, and handling cases where automated workflows are not sufficient.


Responsibilities

• Process incoming customer requests (mainly via email)
• Enter and update data in internal systems
• Complete tasks not handled by automation tools
• Monitor automated workflows and correct errors when needed
• Communicate with customers to clarify requests or provide updates
• Follow defined processes and internal guidelines
• Escalate issues when necessary
  

Requirements

• Basic English skills (written and reading)
• Ability to follow structured processes
• Strong attention to detail
• Basic computer skills (email, web tools, spreadsheets)
• Reliable and consistent working style
  

Nice to Have

• Experience in hospitality
• Experience in customer support or operations
• Familiarity with booking systems or CRM tools
• Experience with PMS systems (e.g., Oracle OPERA PMS)
  

Working Style

• Repetitive, process-driven tasks
• Clear instructions and defined workflows
• Focus on accuracy and completion
  

Goal of the Role

Ensure that all customer requests and operational tasks are completed correctly, especially in cases where automation is not sufficient.


Perks and benefits

• L&D budget per employee: Specific budget allocated for continuous growth and development.
• Remote Work: 2 days Work From Home (WFH) per week.
• Paid Time Off: 5 additional days off annually for personal needs.
• Health & Wellness: Comprehensive coverage through one of the biggest insurance companies across Armenia.
• Performance review: Enjoy regular salary reviews to ensure your contributions are recognized and rewarded.
• Referral program: Take advantage of our employee referral program that rewards successful talent sourcing.