We're looking for a German-Speaking Product Support Specialist to join our Berlin support team. You'll be the go-to expert for our German-speaking 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. This role is ideal for someone who's technically curious, loves learning how complex products work, and wants to grow in a fast-paced, AI-forward environment. WHAT IS YOUR JOB? - 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 WHO ARE WE LOOKING FOR? - 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 both German and English - 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 Our environment: - Open, collaborative, and feedback-driven culture - Our digital toolkit, including Leapsome, Zendesk, Notion, Slack, Zoom, and Google Suite, enables seamless remote collaboration. - We also enjoy meeting each other frequently in our office in Berlin Mitte, and get together with our NYC colleagues once per year at our company's offsite at a stunning location somewhere in Europe.