AI-Powered Product Support Specialist (Berlin)

Creandum; United States; Hybrid; USD 45,000 - 78,000; Full time

Benefits offered by this job

Learning & development budget

Remote work stipend

Equity

Vacation days 30 (+ possible 40)

Job summary

Leapsome is seeking a Product Support Specialist to help customers in German and English, diagnosing issues, answering questions, and driving a world-class support experience. You will work cross-functionally with Product and Engineering in a fast-paced, AI-forward environment.

This Berlin-based role offers hybrid work with a 2-days-in-office schedule, plus a generous benefits package and equity opportunities. You’ll grow with a dynamic, international team focused on HR excellence.

Qualifications

• SaaS support experience is a plus.
• Strong written and spoken English; German is a plus.
• Ability to collaborate with Product and Engineering teams.

Responsibilities

• Support German- and English-speaking customers via email with clarity and empathy.
• Own tickets end-to-end—from first response to resolution.
• Investigate and troubleshoot complex issues to identify root causes.
• Collaborate with Product and Engineering to surface recurring issues.
• Contribute to internal docs, self-service resources, and process improvements.
• Run office hours to empower customers with product knowledge.
• Actively use AI tools to optimize workflows and support quality.

Skills

Technical curiosity

Customer support experience

Technical troubleshooting

English proficiency

German proficiency

Multitasking

Documentation skills

Tools

Zendesk

Notion

Slack

Zoom

Google Workspace

Job description

Leapsome is seeking a Product Support Specialist to help customers in German and English, diagnosing issues, answering questions, and driving a world-class support experience. You will work cross-functionally with Product and Engineering in a fast-paced, AI-forward environment.

This Berlin-based role offers hybrid work with a 2-days-in-office schedule, plus a generous benefits package and equity opportunities. You’ll grow with a dynamic, international team focused on HR excellence.