Product Support Specialist (d/f/m)

About the role

You diagnose and resolve complex technical issues for German and English speaking customers with precision and empathy on a daily basis. You own the full ticket lifecycle from initial contact through to final resolution ensuring that every interaction meets the highest standards of quality. You act as the primary point of contact for our German-speaking user base translating their needs into actionable insights for Product and Engineering teams. You leverage AI tools in your day to day work to streamline processes and uncover patterns that improve the support experience. You contribute directly to documentation and self service resources that empower customers to find solutions independently. You run office hours to share product knowledge and strengthen the community around Leapsome. You collaborate cross functionally to turn support data into a strategic signal for product improvements and roadmap decisions.

Key facts

What you'll do

Investigate and troubleshoot complex product issues for German and English speaking users using structured debugging methods.

Own support tickets end to end driving them from initial inquiry to verified resolution within defined service levels.

Communicate with clarity and empathy in both written German and English ensuring that technical information is accessible to all users.

Analyze recurring problems and synthesize findings into actionable reports for Product and Engineering stakeholders.

Collaborate closely with cross functional teams to prioritize bug fixes and improvements based on impact and frequency.

Contribute to internal knowledge bases self service articles and help center content to reduce ticket volume over time.

Run regular office hours to educate customers on best practices new features and workflows that maximize value from Leapsome.

Use AI powered tools to automate routine tasks summarize information and generate insights that improve your support efficiency.

Monitor product health and user feedback to identify patterns that may indicate broader experience or quality issues.

Participate in product feedback loops ensuring that customer voices directly influence future roadmap decisions and feature design.

Maintain high quality standards for documentation ensuring that all support resources are accurate up to date and easy to understand.

Track key support metrics and use data to continuously refine your workflows and the customer experience.

Support the rollout of new features by creating targeted communications and guidance for German speaking users.

Act as an ambassador for Leapsome by representing the company in user interactions and internal discussions.

Continuously reflect on your own work and propose improvements that enhance both your productivity and the support organization.

Requirements

You are technically curious and enjoy connecting the dots between features workflows and data in a multifaceted product.

You have demonstrable experience in customer support and technical troubleshooting with a background in SaaS environments being a strong advantage.

You possess strong written and verbal communication skills in both German and English enabling you to explain complex topics clearly.

You are well organized proactive and confident managing multiple priorities independently in a fast paced dynamic environment.

You have an interest in conceptual work and the project management skills required to turn ideas into concrete actions and follow through.

You show a drive for continuous improvement seeking ways to enhance the customer experience as well as your own methods of working.

You are enthusiastic about using AI to work more efficiently and actively explore new tools to support users and streamline processes.

You are comfortable working within digital toolsets and can quickly master new platforms as they are introduced within the support function.

You understand the importance of data privacy and are diligent in handling customer information in accordance with best practices.

You are able to work in a hybrid environment spending two days per week in the Berlin office on Tuesdays and Thursdays.

Nice to have

Experience working with HR systems and concepts related to performance management onboarding and employee engagement.

Familiarity with AI assistants and prompt engineering techniques to enhance support workflows.

Previous experience contributing to public documentation or developer portals in a support role.

Practical notes

This role is based in Berlin and requires attendance in the office on Tuesdays and Thursdays.

You must be fluent in German and English with strong written communication skills in both languages.

The position is full time and aligned with standard working hours in the Berlin region.

Candidates must be legally authorized to work in Germany without requiring company sponsorship for visa or work permit processes.