Associate Premium Support Specialist (d/f/m) - German Speaking

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 team of 1,500 Personios is building user-friendly products that delight our 15,000+ 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
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?
As a Associate Premium Support Specialist (d/f/m) , you'll be the focal contact for our most valuable customers, building a personal relationship with your own portfolio, providing reactive and proactive multi-channel support for technical or product-related challenges, and ensuring ongoing success and high product adoption. Your support will be directly responsible for the retention and satisfaction of your assigned customers.
This role requires 3 days per week in the office and can be based in Berlin, Munich & Dublin.
 
Role Responsibilities: What you'll do
Be the Primary Point of Contact: Manage premium paying customers, building strong, trusted relationships to ensure ongoing success with Personio.

Deliver Multi-Channel Support: Provide support via live chat, phone calls and emails.

Flexibility to support or rotate across channels is essential.

Active Guidance: Help customers configure and use Personio optimally, identifying opportunities to increase the value they gain from our platform.

Expert Troubleshooting: Collaborate with peer Product and Tech Support teams to resolve complex issues and contribute to solution development.

Knowledge Sharing: Help build and maintain our internal knowledge base for both the team and customers.

Process Improvement: Suggest and implement improvements to internal processes.

Use Modern Tools: Work with platforms like Zendesk, Fullview, Mailjet, and Intercom Fin Copilot to deliver exceptional support.

Achieve Key Metrics: Aim for performance benchmarks such as weekly ticket resolution, CSAT, and quality standards to maintain our customer love.

Educate and Upsell: Identify and communicate opportunities for customers to benefit from new features or add-ons.

Role Requirements: What you need to succeed
Experience: 2+ years in a customer support or customer-facing role, ideally within a fast-growing software or SaaS company. Experience supporting high-value, complex customers in a premium, enterprise, or dedicated support environment is essential.

Languages: Outstanding communication skills in both German and English (verbal, written, and presentation), with the ability to simplify complex issues.

Technical Skills: Strong technical understanding and curiosity; comfortable using software tools and translating complex issues into simple solutions.

Adaptability: Energized by a fast-changing environment; quick to learn new things and adapt to new channels (calls, chat, etc.) and assisting with coverage for our customers.

Collaboration: Enjoy working cross-functionally with Customer Success, Product, and SME teams.

Problem-Solving: Analytical and troubleshooting skills; dig into challenges to find solutions that stick.

Product Knowledge: Deep understanding of SaaS products, cloud-based solutions, or enterprise software platforms (HR, Finance, ERP, CRM, etc.). Experience with customer support platforms (e.g., Zendesk) is a plus.

Seniority: We are seeking experienced professionals due to the nature and focus we want to provide to our Premium customers.

Motivation: Desire to grow in a dynamic, customer-obsessed tech company.

Why Personio
Personio is an equal opportunities employer, committed to building an in