Team Lead Customer Support & Enablement

Permanent employee, Full-time · Dublin

The Role
At Personio, Customer Experience is more than one specific role. It is rather an integral part of our company culture and defines how our customer-facing teams work. Customer Experience follows the mission to maximize customer value in our everyday business. As part of this team, you enable our customers to understand the product, give feedback, encourage their growth, and make their people processes more successful. Join and become part of our exciting journey!

Our (international) Support Enablement team enables new Support representatives to acquire the necessary knowledge and skills in order to become effective members of the team and experts in the product. Beyond that, your team ensures that our New Joiners feel integrated by creating a basis of trust and being a role model in terms of behavior. Together with your team you foster efficiency and productivity through constant skill development and relevant trainings. Your efforts drive our employees’ satisfaction and development within the first months which directly translates into the employees’ performance. The team also works operationally in inbound shifts in order to stay as close to the product as possible. 

Your tasks and responsibilities include:

  • You will ramp up and lead our first international Support Enablement team of Onboarding Specialists and experienced Service Representatives who will work operational and as buddies of our New Joiners.
  • You ensure a smooth onboarding process of new international Support representatives & constant training of the experienced Support representatives 
  • At the same time, you constantly optimize these processes and adapt it to market specific needs
  • You design strategic learning and knowledge management frameworks and methodologies
  • You continuously instruct and train your team to optimize operational performance with a strong focus on quality
  • Responsibility for the satisfaction of our customers through high-class software support
  • Support of the escalation and complaint management for critical, international customer contacts
  • Your team participates in operational business to ensure ongoing process and product knowledge
  • You analyze and improve the team's performance through KPI dashboards, daily/weekly reports
What you need to succeed

  • Successfully completed your bachelor or master degree
  • First experience in leading operational teams with ambitious employees
  • Analytical thinking: you have a good understanding of numbers as well as an independent and goal-oriented way of working
  • Experience in the conceptualization of trainings 
  • Developing technical or product content 
  • IT savviness: you quickly get to grips with new software and tasks
  • Good people development skills by Identifying the strengths/weaknesses of each team member and systematically coaching them accordingly
  • Experience in customer communication (esp. negotiation/conflict/complaint management)
  • English skills: you have a good command of English (C2 level), written and spoken
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
  • 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
  • 28 days of vacation per year plus 1 additional vacation day for every 2 years of service, up to a maximum of 30 days in total
  • 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)
  • Comprehensive healthcare scheme covered for each permanent employee (excl. taxes).
  • Pension scheme with up to 5% matching contribution
  • Discounts across a range of brands so you can save money while shopping at Adidas, LG, Bosch, Apple, Dia, etc.
  • 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
About us
Being a Personio means being part of something big. It means shaping the future of HR, the future of our company, and at the same time, the future of you. And we’re not just one of the fastest-growing B2B SaaS companies in Europe. In October 2021 we raised $270 million in Series E funding, making Personio the fastest-growing and most valuable HR technology company in Europe. With more than 6,000 customers and a team that has doubled in size in 2021 alone, now is the perfect time to join! We’re hiring talented, impact-driven individuals who want to be more than just another employee.

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.

Will you join us in shaping the future of HR in Europe?

Want to know more about life at Personio? Follow us on LinkedIn, Instagram and TikTok!
Your application
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