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

Personio; München; Hybrid; EUR 42,000 - 60,000; Full time

Benefits offered by this job

Salary package and benefits

Hybrid work model (office & remote)

Impact days

Flexible vacation policy

Job summary

Personio seeks an experienced customer support professional to manage premium client relationships across channels. You will resolve complex inquiries, guide customers in using the platform, and collaborate with Product and Tech Support to improve offerings.

Fluent in German and English, you’ll thrive in a fast-paced SaaS environment, rotating across calls, chat, and email while helping drive value for enterprise customers and contributing to knowledge resources.

Qualifications

• 2+ years in a customer support or customer-facing role in software/SaaS.
• Fluent German and English, written and spoken, with clear communication.
• Strong technical understanding and ability to translate issues into simple solutions.
• Comfort with fast-changing environments and multi-channel coverage.
• Experience with SaaS products (HR/ERP/CRM) is a plus.

Responsibilities

• Be the primary point of contact for premium paying customers, building trusted relationships.
• Deliver support via live chat, phone, and email; rotate across channels as needed.
• Help customers configure and maximize value from the platform.
• Collaborate with Product and Tech Support to resolve complex issues.
• Contribute to internal knowledge base and process improvements.
• Use Zendesk, Fullview, Mailjet, Intercom, and Fin Copilot in daily work.
• Aim for key metrics like ticket resolution, CSAT, and quality standards.
• Educate customers on new features and upsell opportunities.

Skills

Premium customer support

Multi-channel support

German proficiency

English proficiency

Product knowledge

AI fluency

Cross-functional collaboration

Tools

Zendesk

Fullview

Mailjet

Intercom

Fin Copilot

Job description

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?

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