As Head of Customer Support, you are responsible for the long-term satisfaction of our customers and the operational running of our customer Support. Your goal is to continuously improve internal processes to ensure scalability for Personio's future growth. Building on your experience and expertise, you will lead, develop and motivate a rapidly growing team and be responsible for training and leading new and existing Team Leads and Service Managers.
Lead and continuously develop operational Customer support teams (currently 7 teams in two locations and three languages).
Responsibility for the satisfaction of our existing customers through high-class technical support (inbound) as well as the implementation of individually agreed additional services (professional services)
Developing the organizational structure and responsibilities of the different Support teams to meet the requirements for our hyper-growth and the continuous internationalization.
Carrying out projects with the aim of sustainably increasing quality, efficiency and flexibility in customer support
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
Continuous improvement of the onboarding processes for new CSRs to improve their competencies and reduce onboarding times.