Technical Support Specialist (d/f/m)

Overview

Are you passionate about solving complex technical challenges and helping users succeed? Do you thrive on digging into systems, troubleshooting issues at their core, and finding smarter, more efficient solutions that leverage AI? If so, we’d love to meet you!

We’re looking for a Technical Support Specialist to join our Berlin-based Support team. In this role, you’ll be the first line of contact for our users, investigating issues, resolving technical questions, and ensuring every customer gets the most out of our platform. You’ll collaborate closely with teammates and other departments to deliver a seamless support experience that reflects our commitment to quality and innovation.

What is your job?

• Support customers via email with clarity, empathy, and technical depth
• Own each inquiry from start to finish, ensuring timely and effective resolution
• Troubleshoot complex issues to pinpoint root causes
• Collaborate with teammates, Product, and Engineering to share insights and resolve recurring challenges
• Contribute to internal documentation, self-help resources, and support process improvements
• Host webinars and office hours to empower our customers with knowledge
• Experiment with AI to improve workflows, automate insights, and enhance support quality

Who you are:

• Technically curious and quick to learn new systems; you enjoy connecting the dots across our multifaceted product
• Experienced in customer support and technical troubleshooting (SaaS environment a plus)
• Clear and confident communicator in English (German is a strong plus)
• Organized, proactive, and comfortable managing multiple priorities independently in a fast-paced environment
• You enjoy conceptual work and bring good project management skills to turn ideas into action
• Motivated by continuous improvement, both in customer experience and in how we work
• Excited about leveraging AI to streamline your work and discover new ways to help users

Our work 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 location somewhere in Europe.

Benefits at Leapsome

• Become part of a fast-growing scale-up taking over the People Performance & Enablement space
• Impact: Contribute to making work fulfilling for more than two million people by 2025
• Teammates: Join a diverse and international team of talented, smart, and kind people
• Feedback and recognition: We value feedback exchange and celebrating successes — big and small
• Hybrid model: Enjoy our hybrid model by working from home or in our offices in the heart of Berlin, Germany
• Flexible work: Experience a work-life balance with flexible hours and the option of working elsewhere for up to 2 months per year
• Learning and Development: Develop your skills with a yearly development budget of €2,000 and access to Good Habitz platform
• Vacation: Take 30 vacation days every year plus public holidays
• Health & Wellness: Stay active and healthy with a free Urban Sports Club membership and Oliva subscription
• Mental health: Access to 1:1 therapy sessions via our mental health partner, plus company workshops and learning pathways on topics like mindfulness and digital wellness
• Work-from-home stipend: Receive a one-time work-from-home stipend of €1,000
• Monthly team activities: Have fun at monthly team activities like kayaking, laser tag, and game nights
• Competitive pay and pre-IPO equity package

Leapsome’s values

We stay true to our values in everything we do at Leapsome.

• Seek impact — What brought us together is the desire to make work fulfilling for everyone. We’re like-minded in that we seek out and hold ourselves accountable for the impact we want to have in this world.
• Listen & learn — We thoroughly and genuinely seek understanding. It helps us to constantly grow together and learn from each other as well as from our customers and partners.
• Challenge the status quo — We regularly challenge ourselves. We don’t walk the beaten path just because everyone else does. Instead, we reflect and seek out better ways.
• Take ownership & pursue excellence — We’re a group of smart and dedicated people, and we trust each other to truly own our work. We’re not afraid of high expectations as we strive for excellence.
• Be honest & transparent — We’re honest and transparent with each other and ourselves. We want to get to the core of it, always. We trust each other to handle all shared information with care.
• Be kind & humble — We are more than just colleagues — we genuinely care for each other. We give each team member the appreciation they deserve and the support they need. We have no interest in serving our own ego.

Excited to be part of Leapsome?