As a User Operations Specialist, you’ll be the first point of contact for Libra’s customers, helping users get the most out of our AI workspace. You’ll manage inbound requests, troubleshoot issues, and ensure every interaction reflects Libra’s standard of excellence.

This role is ideal for early-career professionals who thrive in fast-paced environments, enjoy problem-solving, and want to build a career in customer operations or legal tech. You’ll work closely with Customer Success, Sales, and Legal Engineering to identify recurring challenges, streamline communication, and continuously improve our support experience.

• Act as the first point of contact for customer inquiries across chat, email, and other support channels.
• Deliver fast, clear, and empathetic support — ensuring a seamless experience for all users.
• Accurately document, categorize, and track user issues to identify trends and opportunities for improvement.
• Collaborate with Legal Engineering and Customer Success to resolve complex or technical issues.
• Develop and maintain FAQs, internal guides, and knowledge base articles to make recurring support easier and faster.
• Escalate bugs, product feedback, and feature requests to Product and Engineering teams.
• Contribute to refining internal support processes as we scale.
• Occasionally support customer onboarding sessions or Libra Academy initiatives to help users become more self-sufficient.

• 1–3 years of experience in customer support, operations, or customer success, ideally within a SaaS or tech company.
• Excellent communication skills — you’re clear, empathetic, and professional in every interaction.
• Strong organizational skills and attention to detail.
• A genuine desire to help users succeed and make technology feel approachable.
• Comfort working in a fast-paced, high-growth startup environment.
• Curiosity and willingness to learn about AI, SaaS products, and legal technology.
• Experience with tools like Intercom, Zendesk, or Freshdesk is a plus (but not required).
• Fluent in German and English.

• The opportunity to join a fast-growing AI company and build foundational experience in customer operations.
• Close mentorship from the User Operations Lead and collaboration with cross-functional teams.
• A chance to make a real impact — your work directly improves how thousands of lawyers use Libra every day.
• A culture that values empathy, precision, and continuous learning.
• Competitive compensation and clear career progression paths.
• Remote or on-site work at the Merantix AI Campus in Berlin — Europe’s hub for cutting-edge AI innovation.