Customer Support & Success Specialist

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Join us as a Customer Support & Success Specialist and help shape the future of open-source project management. At OpenProject, we believe that great project management software should be open, transparent, and accessible to everyone. As the leading open source project management platform, we empower teams worldwide to collaborate more efficiently and manage projects with full control and data sovereignty.

To support our growing community, we're looking for a passionate Customer Support & Success Specialist who loves working with people, building strong customer relationships, and ensuring our users have an exceptional experience with OpenProject while being tech-savvy. At OpenProject, we are proud to build the leading open-source project management platform that empowers teams to plan, track, and collaborate on projects in a secure and transparent way. Our mission is to enable organisations worldwide to achieve great things together while keeping their digital sovereignty and reducing their dependency on proprietary software.

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: Provide valuable feedback to our product, marketing, sales, and engineering teams based on customer interactions, collaborating closely with all teams to identify areas for improvement.

• You are proficient in German (native/professional level), as well as English (French is a plus).
• Yof ou have 2+ years work experience, ideally 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.