Product Support Specialist; d​/f​/m

Opportunity:
Do you love solving complex problems and helping people succeed? Are you someone who naturally digs deep to find the root cause, communicates with clarity and empathy, and gets excited about using AI to work smarter? We're looking for a Product Support Specialist to join our Berlin support team. You'll be the go-to expert for our 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. 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.

• 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

• 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 English and ideally German
• 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

Our 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 stunning location somewhere in Europe.

• Learning and development:
  Grow your skills with a €2,000 yearly development budget and full access to the Good Habitz platform.
• Work-from-home stipend: A one-time €1,000 stipend to set up your home workspace.
• Competitive pay and equity:
  Competitive salary plus a pre-IPO equity package, so you share in the company's growth.
• Corporate benefits:
  Exclusive discounts and deals from our partner network.
• Vacation: 30 vacation days a year plus public holidays, with the option to upgrade to 40 days at adjusted pay. After 5 years at Leapsome, take a month-long paid sabbatical.
• Wellness benefits:
  Stay active with a fully sponsored Urban Sports Club M membership, and support your mental health with an Oliva subscription that includes 1:1 therapy sessions, plus company workshops on mindfulness and digital wellness.
• Hybrid and flexible work:
  Spend 2 days a week with the team in our Berlin office, Tuesdays and Thursdays.

Impact:
Join a fast-growing HR platform trusted by more than 2,000 companies worldwide: you'll help shape how companies run HR and grow their people in one connected system.

Culture: A diverse, international team that values open feedback and celebrates wins, big and small.

Sponsored lunch:
Lunch is on us every Tuesday and…