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:
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