Customer Support – Success Specialist
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Job Description
Customer Support Specialist guiding users of OpenProject’s open-source project management software. Handling technical, billing, and community support while training customers and improving the product.
Responsibilities:
- Serve as the first point of contact for users
- Handle customer queries via CRM and phone, including product features, technical issues, and billing
- Identify tailored solutions and ensure timely responses
- Suggest best practices to maximize users’ value from OpenProject
- Monitor and address community questions and requests through forums and within the software
- Build customer feedback loops with product, marketing, sales, and engineering teams
- Conduct product training sessions and onboarding calls
- Consult with customers on configuring OpenProject for their workflows
Requirements:
- German proficiency at native/professional level
- English proficiency
- French is a plus
- 2+ years of work experience within a customer support team in a tech company
- Experience with support ticketing systems in a technical support or helpdesk role
- Effective communication and active listening skills
- Passion for open-source software
- Ability to work in a remote-first team with autonomy and flexibility
Benefits:
- Remote work within a location within 2 hours (time zone) from Berlin, Germany
- High degree of autonomy and flexibility
- Open-source project with high visibility and transparency
- Annual “Passion Time” off-site for business-impact improvements
- Job bikes
- Paid child care
- Learning opportunities
- Collaboration with experienced software engineers
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