Job
In this role, you will diagnose technical issues, respond to customer inquiries in support, and closely collaborate with product and engineering teams to ensure a high-quality user experience.
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Your role in the team
- Do you love solving complex problems and helping people succeed? Are you someone who naturally digs deep to find the root cause, communicates with clarity and empathy, and gets excited about using AI to work smarter?
- We're looking for a Product Support Specialist to join our Berlin support team. 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.
- 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.
- Support German- and English-speaking customers via email with clarity, empathy, and technical depth.
- Own tickets end-to-end—from the initial response through to resolution—ensuring timely and effective outcomes.
- Investigate and troubleshoot complex issues to identify root causes.
- Collaborate closely with Product and Engineering teams to identify 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.
Our expectations of you
Qualifications
- Technical curiosity and a fast-learning mindset—you enjoy connecting the dots in a multifaceted product.
- 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.
- Enthusiasm for using AI to work more efficiently and find new ways to support users.
Experience
- Experience in customer support and technical troubleshooting (SaaS background is a plus).
- A drive for continuous improvement - both for the customer experience and your own ways of working.
What we offer
- 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.
Topics you will work on
Job locations
About your employer
Leapsome GmbH is a modern company based in Berlin that develops a digital HR software platform. This modular solution helps companies efficiently manage HR tasks, feedback, goal setting, and employee development. Since its founding in 2016, Leapsome has targeted contemporary teams looking to optimize their HR processes using data.
- Startup
- Internet, IT, Telecommunication
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