Customer Support & Success Specialist

About We’re an Equal Opportunity employer. All decisions, such as hiring, promotion, etc., are made without bias. We welcome everyone, regardless of race, gender, background, or identity. Feel free to share your pronouns in your application (e.g. she/her, he/him, they/them). OpenProject is a remote‑first, open‑source project management platform. As the leading platform we empower teams worldwide—from NGOs and public institutions to innovative tech companies—enabling them to collaborate more efficiently and manage projects with full control and data sovereignty. Your Mission 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 product, marketing, sales, and engineering teams based on customer interactions, collaborating closely with all teams to identify areas for improvement. What You’ll Bring You are proficient in German (native/professional level), as well as English (French is a plus). You have 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. #J-18808-Ljbffr OpenProject