German speaking Product Support Specialist

About the role

We're seeking a German-Speaking Product Support Specialist to join our Berlin support team as the go-to expert for German-speaking customers. You'll diagnose technical issues, answer product questions, and ensure every user maximizes their Leapsome experience while collaborating with Support, Product, and Engineering teams.

What you'll do

• Support German- and English-speaking customers via email with clarity, empathy, and technical depth
• Own tickets end-to-end from first response to resolution, ensuring timely and effective outcomes
• Investigate and troubleshoot complex issues to identify root causes
• Collaborate with Product and Engineering teams to surface recurring issues and drive fixes
• Contribute to internal documentation, self-service resources, and process improvements
• Run office hours to empower customers with product knowledge
• Use AI tools to optimize workflows, automate insights, and elevate support quality

What you'll need

• Technical curiosity and fast learner mindset for understanding multifaceted products
• Experience in customer support and technical troubleshooting (SaaS background preferred)
• Strong written and verbal communication skills in both German and English
• Well-organized, proactive approach to managing multiple priorities independently
• Interest in conceptual work and project management skills to execute ideas
• Drive for continuous improvement of customer experience and workflows
• Enthusiasm for using AI to work more efficiently and support users

What they offer

• Hybrid work model with Berlin office and work-from-home flexibility
• €2,000 yearly development budget plus access to Good Habitz platform
• 30 vacation days (upgrade to 40 available) plus paid sabbatical after 5 years
• Free Urban Sports Club membership and mental health support via Oliva
• €1,000 work-from-home stipend and competitive pay with pre-IPO equity
• Monthly team activities and flexible work options up to 2 months per year