As a Product Support Specialist at Leapsome, you will be the technical expert for German-speaking customers, solving complex puzzles and ensuring high platform adoption. You’ll own the support experience end-to-end, troubleshooting deep technical issues while collaborating with Engineering to drive long-term product improvements in a fast-paced, AI-forward environment.
Product Support Specialist at Leapsome
Join Leapsome, the AI-powered people platform revolutionizing HR for global leaders like Spotify and Notion. This isn't just basic customer service; it's a technical role where you'll collaborate with Engineering, influence the product roadmap, and leverage cutting-edge AI tools to redefine the support experience. With a €2,000 development budget, 30 days of vacation, and equity ownership, this is a unique opportunity to grow your career at the intersection of HR tech and artificial intelligence.
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Location
Berlin, Germany
Compensation
€40k-€70k + Bonus + Equity
Company
Leapsome
Role overview
Leapsome is an AI-powered, all-in-one people platform and HR software solution that helps companies run all core HR processes across the entire employee lifecycle, from onboarding to performance management, engagement, learning, compensation, and growth.[1][3][9][13] The platform combines a modern HRIS (human resources information system) with modules for performance reviews and continuous feedback, goal management (OKRs), employee engagement surveys and pulse checks, learning and development, and compensation management, all in a single, flexible SaaS solution.[2][3][9] Leapsome is designed for CEOs, HR, and People Operations teams in forward-thinking organizations to drive employee engagement, alignment, performance, and learning, while automating and simplifying HR workflows such as employee records, absences, payroll, onboarding, and other administrative tasks.[1][4][9][11] By integrating people science expertise, analytics, and AI-driven features, Leapsome enables companies to build high-performing teams and create happier, more engaged workplaces.[1][5][9][16]
What you will do
- Take full ownership of support tickets from German and English-speaking customers, diagnosing technical root causes with empathy and clarity.
- Partner directly with Product and Engineering teams to surface recurring technical issues, reproduce bugs, and influence the product roadmap.
- Empower the customer base by running office hours, creating internal documentation, and building self-service resources to drive product mastery.
Who this is a fit for
- Native-level or C1 German and fluent English communication skills, specifically tailored for professional technical customer interactions.
- Proven experience in technical troubleshooting within a SaaS environment, with a knack for connecting dots across complex, multifaceted products.
- A proactive, tech-curious mindset with an active interest in using AI tools and Zendesk to streamline support processes and improve efficiency.
Why this role is remarkable
- Join a high-growth scale-up that has raised $60M in Series A funding from top-tier investors like Insight Partners to reshape the future of work.
- Work in a sophisticated, AI-forward environment where you are encouraged to experiment with AI tools to optimize workflows and elevate customer success.
- Enjoy an exceptional benefits package including a €2,000 annual development budget, 30 days of vacation, and a hybrid model in a vibrant Berlin office.
How Jack & Jill work together
I get to know what you’re great at, then find roles you’d never find yourself.Ok, I'll go first. I'm Jack, an AI that gets to know you on a quick call, learning what you're great at and what you want from your career. Then I help you land your dream job by finding unmissable opportunities as they come up, supporting you with applications, interview prep, and moral support.
I recruit from Jack’s network and make the intro when I spot a great match.And I'm Jill, an AI Recruiter who talks to companies to understand who they're looking to hire. Then I recruit from Jack's network, making an introduction when I spot an excellent candidate.
Jack gets to know what you're great at and what you want next, then searches 15 million jobs daily and helps you discover roles at companies like this.
Meet Jack
What happens next?
Jack’s an AI agent for job searching and career coaching. He works for you.
Jill is the AI recruiter working for the company. She recruits from Jack’s network.
If your profile’s a match and Leapsome wants to meet, Jill will make the intro. In the meantime, Jack will send you excellent alternatives.