Member Services Associate

About the role

Travelzoo is seeking a Member Services Associate to join its Berlin office. Reporting to the Head of Member Services, you will be the primary point of contact for German‑speaking members and partners, ensuring high‑quality service and smooth operations across the travel‑deal lifecycle.

Key responsibilities

• Lead investigations and resolve escalated service issues, negotiating solutions and implementing systemic fixes.
• Collaborate with Sales and Production teams to address operational challenges related to travel offers, including deal structure, disclosure accuracy, fulfillment and communications.
• Manage client billing disputes, payment reconciliations and invoicing discrepancies.
• Administer the quality‑assurance programme for front‑line and escalation teams, setting standards and driving performance accountability.
• Conduct performance audits to verify policy compliance, identify gaps and implement action plans.
• Produce regular member and client insight reports and contact‑centre performance reviews, translating data into actionable recommendations.
• Evaluate and champion new agent tools, workflow automation and client‑portal enhancements to improve user experience and operational efficiency.

Required profile

• Degree‑educated professional with 3–5+ years of progressive experience in customer service, client success, account management or service operations.
• Proven experience as the primary contact for client relationship management.
• Fluent in German (written and oral) – a mandatory requirement.
• Highly organized with strong analytical and problem‑solving abilities.
• Confident communicator capable of exercising independent judgment and decision‑making.

Required skills

• Proficiency in Microsoft Excel.
• Experience with Power BI.

What we offer

• Opportunity to work with a global team and potential international exposure.
• Travelzoo Experience – travel deals, extra vacation days and a travel budget.
• Employee awards and recognition for achievements.
• Flat hierarchy encouraging entrepreneurial spirit.
• Competitive compensation and benefits package.