Want to know if this job is worth applying to?
Berlin, Deutschland
Hybrid
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?
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 growing team of 1,800+ Personios across Europe and the US are building user-friendly products that delight our 14,000+ customers and their 1.5 million employees. Ready to make an impact from day one?
As a Premium Support Specialist (d/f/m), you'll be the focal contact for our most valuable customers, building a personal relationship with your own portfolio, providing reactive and proactive multi-channel support for technical or product-related challenges, and ensuring ongoing success and high product adoption. Your support will be directly responsible for the retention and satisfaction of your assigned customers.
This role requires 3 days per week in the office and can be based in Berlin, Munich & Dublin.
Role Responsibilities: What you'll do
Be the Primary Point of Contact: Manage premium paying customers, building strong, trusted relationships to ensure ongoing success with Personio.
Deliver Multi-Channel Support: Provide support via live chat, phone calls and emails.
Flexibility to support or rotate across channels is essential.
Active Guidance: Help customers configure and use Personio optimally, identifying opportunities to increase the value they gain from our platform.
Expert Troubleshooting: Collaborate with peer Product and Tech Support teams to resolve complex issues and contribute to solution development.
Knowledge Sharing: Help build and maintain our internal knowledge base for both the team and customers.
Process Improvement: Suggest and implement improvements to internal processes.
Use Modern Tools: Work with platforms like Zendesk, Fullview, Mailjet, and Intercom Fin Copilot to deliver exceptional support.
Achieve Key Metrics: Aim for performance benchmarks such as weekly ticket resolution, CSAT, and quality standards to maintain our customer love.
Educate and Upsell: Identify and communicate opportunities for customers to benefit from new features or add-ons.
Role Requirements: What you need to succeed
Experience: 2+ years in a customer support or customer-facing role, ideally within a fast-growing software or SaaS company. Experience supporting high-value, complex customers in a premium, enterprise, or dedicated support environment is essential.
Languages: Outstanding communication skills in both German and English (verbal, written, and presentation), with the ability to simplify complex issues.
Technical Skills: Strong technical understanding and curiosity; comfortable using software tools and translating complex issues into simple solutions.
Adaptability: Energized by a fast-changing environment; quick to learn new things and adapt to new channels (calls, chat, etc.) and assisting with coverage for our customers.
Collaboration: Enjoy working cross-functionally with Customer Success, Product, and SME teams.
Problem-Solving: Analytical and troubleshooting skills; dig into challenges to find solutions that stick.
Product Knowledge: Deep understanding of SaaS products, cloud-based solutions, or enterprise software platforms (HR, Finance, ERP, CRM, etc.). Experience with customer support platforms (e.g., Zendesk) is a plus.
Seniority: We are seeking experienced professionals due to the nature and focus we want to provide to our Premium customers.
Motivation: Desire to grow in a dynamic, customer-obsessed tech company.
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.
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 (because we love what we do, but we also love vacation!)
Make an impact on the environment and society with Impact Days
Receive generous family leave, child support, mental health support, and sabbatical opportunities with PersonioCares
Find your best way to work with our office-led, remote-friendly PersonioFlex! Most teams offer a roughly 50% remote, 50% in-office working framework
Connect with your fellow Personios at regular company and team events like All Company Culture Week and local year-end celebrations
Engage in a high-impact working environment with flat hierarchies and short decision-making processes