Product Support Specialist (d/f/m) - German-speaking

Leapsome
Berlin
Workplace: HybridFull timeFunction: IT Support & HelpdeskSkills: ["Communication","Troubleshooting","Problem-solving","Project management","Presentation"]

Technical Support Specialist in Berlin handling customer inquiries for a SaaS platform, diagnosing and resolving issues, and collaborating with Support, Product, and Engineering to improve processes. You’ll run webinars, contribute to self-service resources, and leverage AI to optimize workflows and support quality, while using German and English to communicate clearly with customers.

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Leapsome
Leapsome
9 months ago

Product Support Specialist (d/f/m) - German-speaking

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Last checked: 8 hours agoStatus: Live

Job Summary

Technical Support Specialist in Berlin handling customer inquiries for a SaaS platform, diagnosing and resolving issues, and collaborating with Support, Product, and Engineering to improve processes. You’ll run webinars, contribute to self-service resources, and leverage AI to optimize workflows and support quality, while using German and English to communicate clearly with customers.
Location: Berlin
Workplace: Hybrid
Employment Type: Full time
Job Function: IT Support & Helpdesk

Key Responsibilities

  • •Handle customer emails with clarity, empathy, and technical depth
  • •Independently manage inquiries from start to finish ensuring timely, effective resolutions
  • •Analyze and troubleshoot complex problems to identify root causes
  • •Collaborate closely with Support, Product and Engineering to share insights and resolve recurring issues
  • •Contribute to internal documentation, self-service resources, and continuous improvement of support processes
  • •Conduct webinars and office hours to empower customers with knowledge
  • •Leverage and test AI to optimize workflows and increase support quality

Pay and Benefits

Perks:Hybrid ModelLearning Budget

Key Requirements

  • •Experience in Customer Support and technical troubleshooting (SaaS experience is a plus)
  • •Clear and confident communication in German and English
  • •Well-organized, proactive, and capable of handling multiple priorities in a fast-paced environment
  • •Enjoy conceptual work and strong project management skills to bring ideas to life
  • •Motivation to continuously improve both Customer Experience and our ways of working, with interest in applying AI to optimize workflows
Experience:SaaSCustomer support
Skills:CommunicationTroubleshootingProblem-solvingProject managementPresentation
Languages:GermanEnglish
Tech Stack:SaaSAIKITroubleshooting

Company Brief

Leapsome
Provides an AI-powered people enablement platform combining HRIS, performance management, engagement surveys, OKRs, learning, and feedback to help organisations develop employees, improve manager adoption, and streamline people operations.
Industry: HR Tech
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Funding: Series A
Headquarters: Berlin, Germany
Founded: 2016
Glassdoor
Glassdoor: 3.9
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