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

Personio GmbH; Berlin, München; Hybrid; EUR 65.000 - 85.000; Vollzeit

Benefits dieser Stelle

Salary review yearly

28 days vacation

Impact Days

Family support

Sabbatical opportunities

Remote-friendly

Zusammenfassung

Personio is seeking an Associate Premium Support Specialist to be the primary contact for our most valuable customers, building strong relationships and driving high product adoption. You will provide reactive and proactive multi‑channel support for technical and product-related challenges, ensuring customer success and retention.

This role requires 3 days per week in the office and can be based in Berlin, Munich or Dublin.

Qualifikationen

• 2+ years in a customer support or customer-facing role in a SaaS environment.
• Fluent in German and English, with strong written and verbal communication.
• Experience supporting premium or enterprise customers is essential.

Aufgaben

• Be the Primary Point of Contact for premium customers.
• Deliver multi-channel support via live chat, phone and email.
• Guide customers to configure and use Personio effectively.
• Collaborate with Product and Tech Support to resolve complex issues.
• Contribute to internal knowledge base and process improvements.
• Assist with upsell opportunities for customers adopting new features.
• Maintain and report on key metrics like CSAT and response times.
• Support coverage across channels and participate in cross-functional efforts.

Kenntnisse

2+ years in customer support

Premium customer handling

German and English fluency

Analytical troubleshooting

Cross-functional collaboration

Tools

Zendesk

Intercom

Mailjet

Fullview

AI-assisted workflows

Jobbeschreibung

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.

AI Fluency: You have hands-on experience using AI to improve your workflow, and the sound judgment to know exactly when to rely on it and when to step in yourself.

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 All Company Culture Week and local year-end celebrations

Engage in a high-impact working environment with flat hierarchies and short decision-making processes