Responsibilities
- 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
Requirements
- Technical curiosity and a fast learner mindset — you enjoy connecting the dots in a multifaceted product
- Experience in customer support and technical troubleshooting
- 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
Nice to Have
- SaaS background is a plus
Benefits
- 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
- Feedback and recognition: We value feedback exchange and celebrating successes — big and small
- Hybrid model: We encourage you to spend 2 days per week in our Berlin office (Tuesdays and Thursdays are our sponsored lunch days, where lunch is provided by Leapsome)
- Flexible work: Experience a work-life balance with flexible hours and the option of working elsewhere for up to 2 months per year
- Learning and Development: Develop your skills with a yearly development budget of €2,000 and access to Good Habitz platform
- Vacation: Take 30 vacation days every year plus public holidays (or upgrade to 40 vacation days at adjusted pay) & benefit from a month-long paid sabbatical after 5 years with Leapsome
- Health & Wellness: Stay active and healthy with a free Urban Sports Club membership and Oliva subscription
- Mental health: Access to 1:1 therapy sessions via our mental health partner, plus company workshops and learning pathways on topics like mindfulness and digital wellness
- Corporate Benefits: Get exclusive discounts and deals from our partners
- Work-from-home stipend: Receive a one-time work-from-home stipend of €1,000
- Monthly team activities: Have fun at monthly team activities like kayaking, laser tag, and game nights
- Competitive pay and pre-IPO equity package
Work Arrangement
Hybrid — Berlin
Additional Information
- Language requirements: German and English
- Hybrid work model with office days encouraged
- Flexible hours
- Option to work elsewhere for up to 2 months per year
- Yearly development budget of €2,000
- 30 vacation days plus public holidays (option to upgrade to 40 at adjusted pay)
- Paid sabbatical after 5 years
- Free Urban Sports Club membership
- Oliva subscription
- Mental health support including therapy sessions
- Work-from-home stipend of €1,000
- Monthly team activities
