Head of Customer Support (m/f/d)

Permanent employee, Full-time · Munich

The Role
Our Customer Support team is embedded in the business unit Customer Operations within the Customer Experience (CX) organization and follows the mission to take ownership for existing customers by solving issues and proactively improving their HR readiness. 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 centre at Personio. We work customer-oriented, entrepreneurial, agile, proactive, data-driven, set on modern tools and constantly improve our processes.

As Head of Customer Support, you will lead a high-energy department of currently around 70 people (9 Team Leads and 60+ Customer Support Representatives, split into seven DACH teams based in Munich and our first two International teams based in Dublin) with the aim of growing to 150+ over the next two years. 

You are driving the long-term success of our customers by ensuring the best possible one-to-one Support experience. You 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 tasks:

  • Lead and continuously develop operational Customer Support teams (currently 9 teams in two locations and supporting six languages)
  • Responsibility for the satisfaction of our existing customers through high-class technical support (inbound) as well as proactive outreach to increase product adoption
  • Carrying out projects with the aim of sustainably increasing quality, efficiency and flexibility in Customer Support
  • Developing the organizational structure and responsibilities of the different Support teams to meet the requirements for our hyper-growth and the continuous internationalization
  • Continuous improvement of the onboarding processes for new CSRs to improve their competencies and reduce onboarding times
  • Support in the planning of further growth and internationalization of Customer Support
  • Responsibility for recruiting all 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 in the B2B SaaS environment and an international setup. Ideally, you have experience in leading leaders
  • You are an expert in working with support providers and continuous process optimization
  • 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
  • You lead and develop your employees with passion and at eye level
  • You are creative and a strong communicator with very good English skills (C2 level). German skills are appreciated
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 pre-IPO equity
  • 28 days of paid vacation, plus another additional day after 2 and 4 years (because we love what we do, but we also love vacation!)
  • 2 Impact Days you can use to have an impact on the environment and society –  one for an individual project of your choice and one for a company-wide initiative! #SocialResponsibility
  • Find your best way to work with our office-led, remote-friendly PersonioFlex! We offer a roughly 50% remote, 50% in-office working framework to suit your needs
  • Annual personal development budget of €1,500 for conferences, courses, books, career coach, etc.
  • Regular company and team events like Oktoberfest, ski trips, Christmas parties, and more! (COVID permitting)
  • High-impact working environment with flat hierarchies and short decision-making processes
  • Receive generous family leave, child support, mental health support, and sabbatical opportunities with PersonioCares
  • Save money with corporate discounts across brands like Adidas, LG, Bosch, Apple, and more
  • Invest in your retirement via the Personio Pension Scheme, including a Personio contribution
  • Choose between green mobility options, including a JobRad® bike or monthly public transportation ticket
  • Access multiple fitness studios and sports facilities across Germany for €22 per month with a subsidized Qualitrain membership
  • A beautiful, spacious office in the heart of Munich, complete with professional espresso machines, free drinks and snacks, and indoor and outdoor break spaces
About us
We’re using technology to revolutionize the way HR operates, transforming the way millions of people experience work every day. In June 2022 we raised a second Series E funding of $200 million, allowing us to turbocharge this change and making Personio the fastest-growing and most valuable HR technology company in Europe.

With over 6,000 customers and a team of 1,500 in seven offices across Europe, now is the perfect time to join! We’re hiring talented, impact-driven individuals who want to be more than just another employee. Will you be one of them? 

Personio is an equal opportunities employer. We are committed to building an integrative culture where everyone feels welcomed and supported. We #EmbraceUniqueness and understand that our diverse, values-driven culture makes us stronger. As we continue to scale, we focus on enabling our employees to grow both personally and professionally.

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.

Your application
Thank you for considering a career at Personio. Please fill out the following form. In case you are experiencing problems with the document upload, mail your documents to joinus@personio.de.

Please upload any documents that you want to include with your application (e.g. CV) as PDF.

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