Senior Team Lead Customer Support (m/f/d)

About us

Enabling Better Organizations.

Personio is a fast growing HR SaaS start-up based in Munich. It offers a holistic HR and applicant management software designed for companies with 10 to 1000 employees. Personio plays a critical role in making the day-to-day operations of more than 700 HR teams more efficient and transparent. We are a bunch of fun, international people striving to build the leading one-stop HR platform in Europe.

The Role

The Customer Support Team is embedded in the business unit Customer Operations within the Customer Experience (CX) organization and follows the mission to educate new customers to become product experts and thereby lay the groundwork for a successful customer relationship. At Personio, Customer Experience is an essential part of our company culture, which all customer-facing teams work according to. The Customer Experience teams enable our customers to understand the product, provide feedback, grow and ultimately unlock the full potential of HR organizations. You won’t find an anonymous call center at Personio. We work customer-oriented, entrepreneurial, agile, proactive, data-driven, set on modern tools and constantly improve our processes.

You will be responsible for driving the long-term success of our customers by ensuring the best possible one-to-one Support experience. You'll build teams and processes that allow Personio to consistently deliver to the same high standard while being highly scalable and cost-efficient. Your efforts drive customer satisfaction and product adoption which directly translates into customer lifetime value and active Personio promoters.

Your responsibilities will include:

  • Lead, recruit and continuously develop the operational Customer Support teams for the DACH market.
  • Responsibility for the satisfaction of our DACH customers through high-class software support (inbound).
  • Carrying out projects with the aim of sustainably increasing quality, efficiency and flexibility in Customer Support.
  • Developing the responsibilities, specialization and processes of the different Support teams to meet the requirements for our hyper-growth.
  • Responsibility for recruiting all DACH Customer Support Representatives.
  • Continuous training and coaching of all Customer Support Representatives and Team Leads.

What you need to succeed

  • You have several years of experience in a leading position in technical customer support, ideally with substantial time spent within a technology/SAAS business.
  • You think entrepreneurial and move mountains to ensure the satisfaction of your customers.
  • You have the highest standards for the quality of your work, work in an analytical/structured way, set yourself ambitious goals and turn your plans into solutions quickly and pragmatically.
  • Ability to identify inefficiencies with customer support operations and provide solutions for process improvement, scalability and sustainability
  • You lead and develop your customer support teams with passion and at eye level and are especially experienced in developing/coaching young team leads in their first supervisor role.
  • Strong English communication skills is essential, as well as German (C2 level) would be beneficial but not necessary.

Why Personio

Aside from our people, culture, and mission, there are a variety of additional benefits that help make Personio a great place to work! Work with us and receive:

  • Competitive compensation package that includes salary, benefits, and virtual shares
  • 26 days of paid vacation + 2 days off for Christmas and New Year's Eve (because we love what we do, but we also love vacation!)
  • Inclusive, equal opportunity, and multicultural workplace
  • Annual personal development budget of €1,500 for conferences, courses, books, career coach, etc.
  • High-impact work environment with short decision-making processes
  • Opportunity to invest in your retirement via the Personio Pension Scheme
  • Choose between two mobility options: JobRad® bike or monthly public transportation ticket
  • Subsidised Qualitrain membership gives you access to 90 fitness studios and sports facilities across Munich for €25 per month
  • Regular company and team events like Oktoberfest, ski trips, Christmas parties, and more! (COVID permitting)
  • Find your best way to work with office-led, remote-friendly PersonioFlex! We offer a roughly 50% remote, 50% in-office working framework to suit your needs
  • Mental health support, as we know that mental wellbeing plays a major role in both our personal and professional success. #PersonioCares
  • Two Impact days you can use to have an impact on the environment and society. One day is for an individual project and one for a company-wide initiative! #SocialResponsibility