Team Lead Customer Support - Recruiting (m/f/d)

Permanent employee, Full-time · Munich

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!

As a Team Lead Customer Support Recruiting (m/f/d) you are responsible for one of our support teams which are part of the overall customer support, and you will report into the Lead of Customer Support DACH.
All support teams are responsible for the management of the inbound customer contacts regarding all aspects of our product. 40% of these contacts are calls, while 60% are coming in via e-mail or as web tickets. Our target is to offer the best service experience to our customers while generating insights about their needs and requirements at the same time as an input for our product development process.Every support team is focused on providing service for the customers of a specific market (DACH, International). In addition to this, the DACH support teams are specialized on a specific area/module of the Personio product:
Furthermore, you are responsible for the recruiting and development of your team’s Customer Service Representatives, managing the team and supporting our customers with the highest quality of service.

Your core responsibilities will include:

  • The recruiting and development of a team of up to 10 Customer Service Representatives
  • Responsibility for the satisfaction of our customers through high-class software support
  • Support of the escalation and complaint management for critical, international customer contacts 
  • Participation in day-to-day business operations to ensure ongoing process and product knowledge
  • Development and administration of clear guidelines and processes for your Support team’s specialization and cross-departmental collaboration
  • Continuous briefing and training of the team to optimize the operational performance with a strong focus on quality assessments
  • Analysing the team’s performance by means of KPI dashboards, daily/weekly reports - identifying individual performances, optimization potentials, and trends
  • Support of the intraday workforce management and the incident management process
What you need to succeed
  • You have successfully completed a degree in a relevant area (e.g. human resources management, economics, business informatics) or a comparable education
  • You have already gained 3 years of relevant professional experience in the area of customer service or in the B2B software environment and already have some management experience
  • You create a motivating environment for your team and continuously identify the strengths and development potential of your employees
  • You work independently and are able to make quick decisions even with incomplete information
  • You are a strong communicator with excellent written and spoken German and English skills and have a strong customer and service orientation
  • You have the highest demands on the quality and time management of your work, are strong in prioritizing tasks and set clear goals for your team
  • You work analytically and strongly data-driven and can present your findings in the form of reports and presentations in an easily understandable way
    Ideally, you have already worked with some of our tools (e.g. Zendesk, Gainsight, JIRA, MS Office)
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
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
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

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