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

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?

The Role: How you'll make an impact at Personio

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: What you'll do

As a Team Lead, you are responsible for building and leading a high performing team of Support Agents. You will be responsible for ensuring our teams strive to provide a positive support experience, which includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems for customers. You will represent Personio to our customers and will work directly with our most relevant internal groups to drive change that enhances the customer quality of service.

• Responsible for high satisfaction of customers through providing guidance and coaching to ensure exceptional software support by your team

• Owning KPI targets and driving performance management of a team of 8-12 agents, identifying optimisation potentials, and trends to ensure targets are met.

• Participation in day-to-day business operations to ensure ongoing process improvement, product knowledge creation/curation and supporting workforce management

• Continuous briefing and training of the team to optimise the operational performance

• Analyse and suggest process improvements to ensure your team is always working as efficiently as possible

• Support of the escalation, complaint management & incident management process for critical customer situations

• Maintain a strong relationship with your peer Personio Support team leaders, collaborating on a daily basis and participating in regular performance & process reviews to drive efficiency.

Role Requirements: What you need to succeed

• At least 5 years of relevant professional experience in the area of customer service and/or in 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 (because we love what we do, but we also love vacation!)

• 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! Most teams offer a roughly 50% remote, 50% in-office working framework

• Connect with your 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