Payroll Support Specialist (d/f/m)

Personio's intelligent HR platform helps small and medium-sized organizations unlock the power of people by making complicated, time-consuming tasks simple and efficient. Our team of 1,500 Personios is building user-friendly products that delight our 15,000+ customers and their 1.5 million employees. Ready to make an impact from day one?

This role requires you to be in the office three days per week, with the option to be based in either Munich or Berlin. If you are located elsewhere in Germany, remote work is also possible.

Our Customer Experience team thrives on collaboration, working closely with teams across Personio to ensure that customer voices are at the heart of everything we do. We are dedicated to understanding and advocating for our customers, using data-driven insights to shape our customer experience strategies and influence what we build.

As a detail-oriented and customer-focused Payroll Support Specialist you will provide expert-level support to customers, ensuring timely and accurate resolution of payroll-related inquiries. You will leverage your comprehensive payroll expertise to handle edge cases, manual calculations, and quality assurance while collaborating with cross-functional teams to improve processes. This role requires exceptional communication, problem-solving, and organizational skills to deliver outstanding support experiences.

Role Responsibilities: What you'll do

Payroll Expertise & Continuous Improvement

• Provide expert-level support for payroll processing, compliance, and system functionalities.

• Ensure payroll procedures meet internal standards and external requirements.

• Stay updated on evolving payroll regulations and technologies, applying insights to drive process and customer experience improvements

Customer Support Excellence

• Respond to customer inquiries via email, callbacks, and live chat, delivering timely, clear, and empathetic support

• Providing customers with self-service resources, including help center articles and documentation.

• Manage multiple customer requests, ensuring prioritization and effective resolution.

Collaboration & Knowledge Sharing

• Collaborate with internal teams, including Product, Compliance, Implementation and Professional Services to troubleshoot issues and develop solutions.

• Contribute to the internal and external knowledge base, ensuring accuracy and accessibility for team members and customers.

• Participate in cross-functional projects to enhance payroll processes and customer support.

• Assist in creating and maintaining Help Center articles.

Problem Solving & Analytical Thinking

• Leverage analytical skills to identify gaps in payroll product and processes and propose innovative solutions.

• Operate effectively under pressure, especially during peak periods or escalated situations.

Professional Development

• Engage in internal training and professional development to maintain a high level of product and payroll expertise.

• Stay informed about industry trends and regulatory updates to provide the best possible support.

Role Requirements: What you need to succeed

• Advanced knowledge of payroll processing, compliance, and quality assurance.

• Exceptional communication skills, both written and verbal, with the ability to handle conflict professionally.

• Strong problem-solving and analytical skills to address complex payroll issues.

• Ability to manage time efficiently and work on multiple projects simultaneously.

• Collaborative mindset with experience working across departments.

• You’re a native German speaker (or equivalent C2 level) and fluent in English (business language).

• AI Fluency: You have hands-on experience using AI to improve your workflow, and the sound judgment to know exactly when to rely on it and when to step in yourself.

Why Personio

Personio is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. We embrace uniqueness and understand that our diverse, values-driven culture makes us stronger. We are proud to have an inclusive workplace environment that will foster your development no matter your gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.

At Personio, we value in-person collaboration while also offering flexibility. This role is office-based, with 3 days per week required in your contracted office location. The remaining days can be worked from home or in the office if you prefer. In addition, you’ll have 20 Flex Days per year to work remotely from other locations.

Aside from our people, culture, and mission, check out some of the other benefits that make Personio a great place to work:

• Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity

• Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years

• Make an impact on the environment and society with 1 (fully paid) Impact Day

• Receive generous family leave, child support, mental health support, and sabbatical opportunities

• We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch