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(Junior) Customer Care Representative (d/f/m) - German speaking (EMEA)

What is Leapsome?

Leapsome is the AI-powered people platform revolutionizing HR for modern teams. Leapsome drives HR excellence and empowers high-performing teams by automating, connecting, and simplifying every HR process across the employee lifecycle — from onboarding and performance management to engagement and development. Built with ease of use in mind, our platform ensures high adoption by employees, managers, and People teams alike.

Our purpose is to make work fulfilling for everyone, and our vision is to reshape the future of work by being the leading People platform for HR excellence and high-performing teams. We enable companies to create environments where people can achieve their goals, learn and grow together, and build genuine motivation & engagement.

Trusted by thousands of organizations globally, Leapsome secured $60 million in Series A funding led by Insight Partners in March 2022. This funding allowed us to further develop our intelligent platform, create exceptional employee experiences, and expand into the US market.

It’s an incredibly exciting time to join Leapsome and be part of reshaping the future of work!

What is your job?

Are you passionate about providing top-notch technical support? Do you thrive on tackling complex issues and finding innovative solutions? Are you known for your clear and concise communication skills, both verbally and in writing? If so, we want to hear from you!
We seek an outstanding Tech Support Representative to join our EMEA Support team. In this role, you'll be at the forefront of user interaction, addressing technical challenges, answering queries, and helping users maximize their experience with our product. As the initial point of contact, you'll be instrumental in delivering exceptional support and ensuring our users have a seamless experience with our platform.
User satisfaction is at the core of our mission, and as a team member, you'll play a vital role in enhancing our reputation and fostering strong customer relationships. We're offering an exciting opportunity for motivated and ambitious individuals to join our team in the vibrant city of Berlin.

  • Support our customers via email.

  • Take ownership of customer inquiries and drive each issue toward a swift and effective resolution.

  • Handle technically complex cases.

  • Effectively collaborate and communicate with team members on all relevant tasks.

  • Assist with managing projects and processes that aim to improve how we support our customers.

  • Hosting webinars and office hours to support our customers wholesomely.

Our work environment

  • We foster a collaborative and dynamic work environment, communicating openly and working together across teams and levels.

  • Our digital toolkit, including Leapsome, Notion, Slack, Zoom, and Google Suite, enables seamless remote collaboration.

  • We also enjoy meeting each other frequently in our office in Berlin Mitte and getting together with our NYC colleagues once per year at our company offsite in a stunning location somewhere in Europe.

Who are we looking for?

  • You are committed to long-term growth within our Support team, shaping the future of work with us.

  • You possess excellent communication skills in English and German.

  • You can adapt to flexible weekday schedules between 9 am and 6 pm CET and are based in Berlin or in Germany, willing to commute to Berlin frequently and you can start as soon as possible.

  • You have a keen technical aptitude, preferably with experience in troubleshooting and guiding customers.

  • You can effectively explain complex technical concepts to diverse audiences.

  • You demonstrate strong self-motivation, responsibility, and organizational skills.

  • You maintain a positive attitude, with genuine curiosity about user needs and improving experiences.

  • You show interest in leveraging AI to enhance support processes and customer interactions.

Benefits at Leapsome

  • Become part of a fast-growing scale-up taking over the People Performance & Enablement space

  • Impact: Contribute to 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: Enjoy our hybrid model by working from home or in our offices in the heart of Berlin, Germany

  • 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

  • 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

  • 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



Leapsome’s values

We stay true to our values in everything we do at Leapsome. 

  • Seek impact — What brought us together is the desire to make work fulfilling for everyone. We’re like-minded in that we seek out and hold ourselves accountable for the impact we want to have in this world.

  • Listen & learn — We thoroughly and genuinely seek understanding. It helps us to constantly grow together and learn from each other as well as from our customers and partners.

  • Challenge the status quo — We regularly challenge ourselves. We don’t walk the beaten path just because everyone else does. Instead, we reflect and seek out better ways.

  • Take ownership & pursue excellence — We’re a group of smart and dedicated people, and we trust each other to truly own our work. We’re not afraid of high expectations as we strive for excellence.

  • Be honest & transparent — We’re honest and transparent with each other and ourselves. We want to get to the core of it, always. We trust each other to handle all shared information with care.

  • Be kind & humble — We are more than just colleagues — we genuinely care for each other. We give each team member the appreciation they deserve and the support they need. We have no interest in serving our own ego.

Excited to be part of Leapsome? 😊

Just send us your CV. You won't need to input any information already mentioned on your CV later on - promise! 🤙

A cover letter isn’t necessary, but we’d really appreciate a brief answer to these questions: Why Leapsome? Why you?

We look forward to getting to know you!

You can find more about what our colleagues think about working at Leapsome here 👉 ✨✨✨ Glassdoor ✨✨✨ Kununu✨✨✨

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply for jobs unless they meet every qualification. If you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.


Help us make work fulfilling for everyone!

At Leapsome, we want work to be the best it can be for everyone. We help companies create environments where people can achieve shared goals, build authentic relationships, learn, and grow together.

Put simply; our purpose is to make work fulfilling for everyone. And we know how to get there. But we can only do this by “walking our talk” and building a diverse and inclusive company where people — not just the business — thrive.


Apply now 👇 or keep scrolling to read more about what makes Leapsome a unique workplace!

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What You Should Know About (Junior) Customer Care Representative (d/f/m) - German speaking (EMEA), Leapsome

Looking to jumpstart your career in customer support? Join Leapsome as a Junior Customer Care Representative (d/f/m) in Berlin and make an impact in a fast-growing tech environment! At Leapsome, we're redefining HR through our AI-powered platform, enabling high-performing teams to thrive. Your role as a Customer Care Representative will put you at the heart of our user experience. You’ll handle customer inquiries via email, tackle complex technical issues, and ensure our users get the best out of our innovative solutions. This isn’t just a job; it’s an exciting opportunity to engage with diverse clients and help them navigate our platform smoothly. You’ll collaborate with a supportive team that values transparency, kindness, and a commitment to excellence. Plus, you won’t just be resolving issues — you’ll also get the chance to host webinars and contribute to initiatives that improve our customer support processes. If you’re based in Berlin or Germany and possess strong communication skills in both English and German, we’re eager to hear from you! At Leapsome, we offer a vibrant workplace culture, generous benefits, and the chance to be part of a meaningful mission — to make work fulfilling for everyone!

Frequently Asked Questions (FAQs) for (Junior) Customer Care Representative (d/f/m) - German speaking (EMEA) Role at Leapsome
What responsibilities does a Junior Customer Care Representative at Leapsome have?

As a Junior Customer Care Representative (d/f/m) at Leapsome, your main responsibilities include responding to customer inquiries via email, diagnosing and resolving technical issues, and ensuring high user satisfaction. You will take ownership of customer queries, collaborate with team members on complex cases, and even host webinars to provide wholesome support. This role requires a solution-oriented mindset and excellent communication skills to articulate technical concepts to our users.

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What qualifications do I need to apply for the Junior Customer Care Representative (d/f/m) role at Leapsome?

To be considered for the Junior Customer Care Representative (d/f/m) role at Leapsome, you should have strong communication skills in both English and German. A keen technical aptitude is important, ideally with experience in troubleshooting customer issues. Being organized and self-motivated is essential, along with a positive attitude and genuine interest in improving user experiences. If you’re based in Berlin or Germany and can start soon, we encourage you to apply!

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How does Leapsome support the career growth of its Junior Customer Care Representatives?

At Leapsome, we value the growth of our team members, including our Junior Customer Care Representatives. We offer a yearly development budget of €2,000 for learning and development opportunities. Additionally, as part of a collaborative environment, you will receive ongoing feedback and recognition, which fosters professional growth and career advancement within our vibrant company culture.

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What is the work environment like for a Junior Customer Care Representative at Leapsome?

Leapsome fosters a dynamic and collaborative environment where open communication and teamwork flourish. As a Junior Customer Care Representative, you'll have access to modern digital tools like Slack and Zoom, enabling seamless remote collaboration. We enjoy meeting regularly in our Berlin office, and we even have the opportunity to connect with colleagues from our New York City team once a year, making it a lively and engaging workplace!

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What benefits can I expect as a Junior Customer Care Representative at Leapsome?

Joining Leapsome as a Junior Customer Care Representative (d/f/m) offers a range of benefits, including competitive pay, 30 vacation days per year, a hybrid working model, and a work-from-home stipend of €1,000. We also provide access to a free Urban Sports Club membership, mental health support, and the opportunity to participate in monthly team activities that promote a strong team culture.

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Common Interview Questions for (Junior) Customer Care Representative (d/f/m) - German speaking (EMEA)
Why do you want to work as a Junior Customer Care Representative at Leapsome?

When answering this question, focus on your passion for customer service and how Leapsome’s mission aligns with your values. Mention your interest in supporting users and how you look forward to contributing to a positive customer experience in the HR tech space.

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How would you handle a difficult customer inquiry?

Describe your approach to handling challenging situations calmly and professionally. Emphasize the importance of active listening, empathy, and using your problem-solving skills to address their concerns while ensuring their satisfaction.

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What technical skills do you have that are relevant to the Junior Customer Care Representative role?

Discuss your experience with troubleshooting technical issues and your ability to explain complex concepts clearly. If applicable, provide examples of software or tools you've used in the past, showing your capability to learn quickly.

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Can you give an example of a time you went above and beyond for a customer?

Provide a specific instance demonstrating your commitment to customer satisfaction. Highlight the steps you took to exceed their expectations, such as offering additional support or follow-ups to ensure complete resolution of their issue.

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How do you prioritize multiple customer inquiries?

Explain your method of prioritizing tasks based on urgency and complexity. Discuss tools or strategies you use, such as ticketing systems, to manage your workload effectively and ensure timely support for all customers.

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What do you know about Leapsome and its products?

Show your research on Leapsome, its mission, and the AI-powered people platform. Touch on its features like onboarding, performance management, and how you see it benefiting organizations—demonstrating that you understand the company's values and goals.

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How do you ensure clear communication with customers?

Discuss your techniques for maintaining clarity in communication, such as using simple language, confirming understanding, and being patient. Mention how these skills can prevent misunderstandings and enhance the customer support experience.

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What motivates you to work in customer support?

Mention your desire to help others, solve problems, and make a positive impact. Emphasize how customer support allows you to engage with diverse individuals and contribute to their success, keeping you motivated and dedicated.

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How do you keep yourself updated with new technologies?

Share your methods for staying informed about the latest industry trends and technologies, whether it's through online courses, webinars, or engaging with communities on platforms like LinkedIn, emphasizing your commitment to continuous learning.

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Why do you think user satisfaction is crucial for a tech company like Leapsome?

Discuss the importance of a positive user experience in retaining customers and fostering brand loyalty. Highlight how happy users can lead to word-of-mouth referrals and contribute to Leapsome's mission of making work fulfilling for everyone.

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Full-time, hybrid
DATE POSTED
December 6, 2024

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