Product Support Specialist

You'll be the go-to expert for our customers — diagnosing technical issues, answering product questions, and making sure every user gets the most out of Leapsome. You'll work closely with Support, Product, and Engineering teams, and play an active role in shaping how we deliver a world-class support experience.

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 closely with Product and Engineering teams to surface recurring issues and drive fixes
• Contribute to internal documentation, self-service resources, and ongoing process improvements
• Run office hours to empower customers with product knowledge
• Actively use and experiment with AI tools to optimize workflows, automate insights, and elevate support quality

What you'll need

• Technical curiosity and a fast learner mindset — you enjoy connecting the dots in a multifaceted product
• Experience in customer support and technical troubleshooting (SaaS background is a plus)
• Strong written and verbal communication skills in English and ideally German
• Well-organized, proactive, and confident managing multiple priorities independently in a dynamic environment
• An interest in conceptual work and the project management skills to turn ideas into action
• A drive for continuous improvement — both for the customer experience and your own ways of working
• Enthusiasm for using AI to work more efficiently and find new ways to support users

What they offer

• Learning and development: €2,000 yearly development budget and full access to Good Habitz platform
• Work-from-home stipend: €1,000 one-time stipend to set up your home workspace
• Competitive pay and equity: Pre-IPO equity package
• Vacation: 30 vacation days a year plus public holidays, with option to upgrade to 40 days; paid sabbatical after 5 years
• Wellness benefits: Fully sponsored Urban Sports Club M membership and Oliva subscription with 1:1 therapy sessions
• Hybrid work in Berlin with 2 days/week in office; work from anywhere for up to 2 months/year