Product Support Specialist (German Speaking)

Requirements

• 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
• 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

What the job involves

• 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
• 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