Customer Support & Success Specialist
Core
First point of contact for users handling queries via CRM and phone, building relationships, and ensuring exceptional user experience with OpenProject project management software.
Role type
Customer Support & Success Specialist
Builds
Customer success, community engagement, and feedback loops for an open-source project management platform
Domain
Open-source software / Project management
Deliverable
client delivery
Required skills
German (native/professional), English, support ticketing systems, CRM, product training, onboarding, consulting
Preferred skills
French, open-source passion, remote-first autonomy
Technologies
CRM, support ticketing systems, forums
Responsibilities
Handle customer queries via CRM and phone covering product features, technical issues, and billing; Identify and tailor solutions to individual needs; Monitor and address community questions on forums and within software; Build feedback loops with product, marketing, sales, and engineering teams; Conduct product training sessions and onboarding calls for new and existing customers
Seniority
Mid-level, hands-on IC