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

About the Role

Leapsome's AI-powered people platform is designed to automate, connect, and simplify every HR process, from onboarding and performance management to engagement and development. As a Product Support Specialist, you will play a vital role in empowering high-performing teams and driving HR excellence.

The support team at Leapsome is known for its open, collaborative, and feedback-driven culture. You will have the opportunity to work with a diverse and international team of talented, smart, and kind people who are passionate about making work fulfilling for everyone.

What You Will Do

• 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
• Analyze customer feedback and provide actionable insights to improve the overall customer experience
• Develop and maintain a deep understanding of Leapsome's product offerings and technical capabilities
• Identify opportunities for process improvements and implement changes to enhance the support experience

What We Are Looking For

• 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
• Familiarity with tools like Adjust, Excel, and other productivity software
• Ability to work in a fast-paced environment with a high volume of customer inquiries

Nice to Have

• Experience with customer support platforms like Zendesk or similar tools
• Knowledge of HR processes and systems
• Certification in customer support or a related field
• Experience working in a remote or distributed team environment

Benefits and Perks

• Impact: Become part of a fast-growing scale-up taking over the People Performance & Enablement space by making work fulfilling for more than two million people by 2025
• Teammates: Join a diverse and international team of talented, smart, and kind people
• Opportunity to work with a leading AI-powered people platform
• Collaborative and feedback-driven culture
• Professional development and growth opportunities
• Access to cutting-edge tools and technologies
• Flexible working hours and remote work options
• Competitive compensation and benefits package
• Annual company offsite in a stunning European location
• Opportunity to work with a global customer base and make a real impact on their success

• To stand out in your application, be sure to highlight your technical skills and experience with AI-powered tools, as well as your ability to communicate complex issues with clarity and empathy.
• Make sure to tailor your resume and cover letter to the specific requirements of the role, and be prepared to provide examples of your problem-solving skills and experience working in a fast-paced environment.
• Familiarize yourself with Leapsome's product offerings and technical capabilities to demonstrate your enthusiasm for the company and the role.
• Prepare to discuss your experience with customer support platforms and productivity software, and be ready to provide examples of how you have used these tools to improve the customer experience.
• Don't be afraid to ask questions during the interview process — it's a great opportunity to learn more about the company culture and the role, and to demonstrate your interest in the position.
• Be prepared to discuss your salary expectations and be ready to negotiate — remember to research the market rate for the role and to be confident in your worth as a candidate.
• Finally, be sure to follow up after the interview to thank the interviewer and reiterate your interest in the role — it's a simple but effective way to leave a positive impression and to keep yourself top of mind for the hiring team.