Customer Support, Team Lead (d/f/m)

Overview

Personio\'s intelligent HR platform helps small and medium-sized organizations unlock the power of people by making complicated, time-consuming tasks simple and efficient. Our growing team of 1,800+ Personios across Europe and the US are building user-friendly products that delight our 14,000+ customers and their 1.5 million employees. Ready to make an impact from day one?

Role

This position is based in Munich or Berlin with 3 days per week in-office. We are looking for an intellectually curious, customer centric Team Lead - Customer Support who has a demonstrated track record in helping teams through effective and strong leadership and has empowered people to help customers succeed. In this role, you are responsible for one of our support teams, which are part of the overall customer support department. All support teams are responsible for the management of the inbound customer contacts regarding all aspects of our product. These contacts are through email, calls, chat and community forums.

We aim to offer the best service experience to our customers, while also generating insights about their needs and requirements for our product development process.

Role Responsibilities

• Build and lead a high performing team of Support Agents, ensuring our teams strive to provide a positive support experience, are responsive to customers, and effectively partner with stakeholders on the most critical problems for customers.
• Represent Personio to customers and work directly with internal groups to drive change that enhances the customer quality of service.
• Ensure high customer satisfaction by providing guidance and coaching to your team.
• Own KPI targets and drive performance management of a team of 8-12 agents, identifying optimisation potentials and trends to meet targets.
• Participate in day-to-day operations to ensure ongoing process improvement, product knowledge creation/curation and supporting workforce management.
• Provide continuous briefing and training of the team to optimise operational performance.
• Analyse and suggest process improvements to ensure your team is always working efficiently.
• Support escalation, complaint management and incident management processes for critical customer situations.
• Maintain a strong relationship with peer Personio Support team leaders, collaborating daily and participating in regular performance and process reviews to drive efficiency.

Role Requirements

• At least 5 years of relevant professional experience in customer service and/or the B2B software environment.
• At least 2 years of relevant people management experience.
• You create a motivating environment for your team and continuously identify the strengths and development potential of your team members.
• Work independently and are able to make quick decisions even with incomplete information.
• Have the highest demands on the quality and time management of your own work, are strong in prioritising tasks and you set clear goals for your team.
• Work analytically and can comprehensively present data-driven insights to a wider audience.
• A solution-oriented mindset, are motivated to drive improvements, and remain flexible in a fast-changing environment.
• Strong communicator with a strong customer mindset and have excellent written and spoken English and German skills.
• Ideally, you have already worked with some of our tools (e.g. Zendesk, Atlassian suite (Confluence, Statuspage, JIRA, etc)).

Why Personio

Personio is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. We embrace uniqueness and understand that our diverse, values-driven culture makes us stronger. 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.

Aside from our people, culture, and mission, check out some of the other benefits that make Personio a great place to work:

• Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity
• Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years
• Make an impact on the environment and society with Impact Days
• Receive generous family leave, child support, mental health support, and sabbatical opportunities with PersonioCares
• Find your best way to work with our office-led, remote-friendly PersonioFlex — roughly 50% remote, 50% in-office
• Connect with fellow Personios at regular company and team events like Personio Summer Sessions and local year-end celebrations
• Engage in a high-impact working environment with flat hierarchies and short decision-making processes