[Hiring] Customer Support & Success Specialist @OpenProject GmbH

Role Description

As a Customer Support & Success Specialist at OpenProject, you'll be the crucial first point of contact for our users, ensuring their success and satisfaction. You'll handle all customer queries, build strong relationships, and contribute to our thriving open-source community.

• Be the trusted guide: Be the first point of contact for our users, expertly handling all customer queries via CRM and phone, covering everything from product features and technical issues to billing.
• Ensure user satisfaction: Identify and tailor solutions to individual needs, ensure timely responses, and suggest best practices to help users get the most out of OpenProject.
• Engage the community: Monitor and address community questions and requests, actively interacting with the OpenProject community primarily through forums and within the software itself.
• Drive continuous improvement: Build a valuable feedback loop with our product, marketing, sales, and engineering teams based on customer interactions, collaborating closely with all teams to identify areas for improvement.
• Train and onboard users: Conduct product training sessions and onboarding calls for new and existing customers, and provide consulting to help them configure OpenProject to fit their workflows.

Qualifications

• You are proficient in German (native/professional level), as well as English (French is a plus).
• You have 2+ years of work experience within the customer support team in a tech company.
• You have experience with support ticketing systems in a technical support or helpdesk role.
• You possess effective communication and active listening skills to deliver a best-in-class experience for existing and potential users.
• You genuinely care about providing exceptional service to clients and users.
• You're passionate about open-source software and want to be part of a mission-driven company that promotes transparency and collaboration.
• You enjoy working in a remote-first team with a high degree of autonomy and flexibility.

Benefits

• The best of both worlds: the creative challenges and learning opportunities of a start-up combined with the financial stability of a "grown-up" company in a team of dedicated professionals.
• The flexibility to decide where you would like to work: remotely in a location within 2 hours (time zone) from Berlin, Germany.
• Contributing to an open-source project with high visibility and transparency within the developer world (our software code is freely available on GitHub).
• You will work with a team of experienced software engineers in continuous delivery and integration processes who love to learn from each other.
• Once a year, we dedicate our "Passion Time" off-site to work on any improvements of our choice with a business impact (e.g. product improvements, marketing concepts,...) in multi-disciplinary teams.
• Employee benefits such as job bikes and paid child care.
• You will be in touch with exciting clients and users from all around the globe, including NGOs and other open source projects which we love to support in fulfilling their mission (such as Greenpeace, Engineers without Frontiers), corporates like Siemens, Deutsche Bahn or Audi and public institutions like German Federal Ministries.