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About the Role

As a Customer Support Specialist, you will independently handle a wide range of customer support tasks, assist with processes and projects, and develop your skills to professionally manage diverse customer needs. This role builds on initial professional experience, offering increased responsibility while contributing to high customer satisfaction.

Responsibilities

• Handle complex customer inquiries and complaints.
• Support the onboarding and training of new customer service employees.
• Update customer accounts and profiles in the CRM system.
• Follow up on communication to ensure complete resolution of customer issues.
• Develop and maintain FAQs, internal guides, and knowledge base articles.
• Collaborate closely with Legal Engineering and Customer Success to resolve complex or technical issues.
• Escalate bugs, product feedback, and feature requests to product and engineering teams.
• Compile common customer issues and report to management.
• Support special projects to improve customer support processes.
• Actively participate in peer mentoring and knowledge sharing within the team.

Requirements

• 1-3 years of experience in Customer Support, Operations, or Customer Success.
• Ideally, experience in a SaaS or tech company.
• Native-level German and fluent English.
• High trustworthiness, speed, and passion for transforming the legal industry through AI.

Skills

• Excellent communication skills.
• Team-oriented mindset.
• Proactive, structured, and results-oriented entrepreneurial spirit.
• Strong organizational skills and high attention to detail.
• Passion for helping users succeed and making technology accessible.
• Comfort in a fast-paced, high-growth startup environment.
• Curiosity and willingness to learn about AI, SaaS products, and Legal Technology.

Location

• Berlin
• Remote
• EU

Work Type

• Hybrid
• Remote
• Full-time
• Contract

Experience Level

• Entry-level
• Mid-level

Education Level

• Bachelor's degree or vocational training in a relevant field (e.g., business, communication, law, or equivalent).

Benefits

• Permanent employment from day one.
• Up to 3 days per week home office with flexible working hours.
• Up to 20 days per year flexible work abroad within the EU.
• 26 vacation days.
• Opportunity for real impact.
• Company culture that values empathy, precision, and continuous learning.
• 1 additional free day per year for volunteer work.
• Support for development: E-learning via LinkedIn, online language training with goFluent, and other training and development opportunities.
• Modern on-site work facilities at the Merantix AI Campus in Berlin.

About the Company

• Libra is revolutionizing the legal industry with an AI platform that combines deep legal expertise with generative technology.
• We are part of the Legal & Regulatory Division of Wolters Kluwer, building the operating system for modern legal work.
• Wolters Kluwer is Europe's fastest-growing Legal AI company, collaborating with leading law firms, legal departments, and publishers.
• We are innovators with impact, providing expert software and information solutions.
• Our mission is to empower professional customers with AI-powered solutions to make critical decisions, achieve successful outcomes, and increase productivity.
• Nearly 70% of our digital revenues come from AI-powered solutions.
• We are committed to helping professionals navigate complexity and solve critical challenges through cloud-based, AI-powered platforms.
• With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions.
• Wolters Kluwer reported 2025 annual revenues of €6.1 billion, serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide.
• Our solutions are designed to deliver impact when it matters most, especially in high-stakes environments where accuracy and trust are essential.
• We cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences.
• Wolters Kluwer's global Together we thrive well-being program supports colleagues across physical, mental, social, and financial well-being.
• Recognized by Ragan’s Top Places to Work for Employee Wellbeing (2024), Forbes as one of America’s Best Large Employers (2026) and America’s Best Employers for Engineers (2026), and America’s Best Employers for Women (2025).

Equal Opportunity

• We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion.
• All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law.
• We do not tolerate discrimination on any of these bases.