Premium Support Specialist (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 office-based (hybrid) in either Munich or Berlin.
At Personio, customer success is at the heart of everything we do. As a Premium Support Specialist, you'll be the first line of contact for our most valuable customers - building a personal relationship with your own portfolio of customers, providing reactive support in case of technical or product-related challenges, and actively staying in touch with them to ensure their ongoing success and high product adoption. You are directly responsible for the retention and satisfaction of your assigned customers.
This is your opportunity to grow with a company that's transforming how businesses manage their people.
Role Responsibilities: What you'll do
As a Premium Support Specialist, you will be the primary point of contact for a select portfolio of our most valued customers. You will build and maintain strong relationships with the customers in your Book of Business, ensuring their continued success through end-to-end support.

• Build a reliable and trusted relationship with your own portfolio of customers to manage their ongoing success using Personio
• Support your customers reactively via email, phone, and chat delivering timely, clear, and empathetic responses in case of technical and product-related challenges
• Provide active guidance and support to your customers to ensure their ongoing ability to configure and use Personio in the best way possible and to increase the value they can get out of the product.
• Grow your product expertise and stay up-to-date with platform updates to handle a wide range of inquiries
• Collaborate with our Product and Tech Support teams to troubleshoot complex issues and contribute to solution development
• Help build and maintain our internal knowledge base, making it easier for the team and customers to find what they need
• Improve our internal processes with your ideas and feedback
• Work with tools like Zendesk, Fullview, Mailjet, and AskAi to deliver exceptional support
• Track and meet key performance metrics like weekly ticket resolution, customer satisfaction (CSAT), and quality benchmarks
• Add value by identifying opportunities to educate customers on helpful features or add-ons

Role Requirements: What you need to succeed

• 2+ years of experience in a customer support position or customer-facing role preferably within fast-growing (software) company
• Outstanding German and English communication skills (verbal, written and presentation) with the ability to simplify complex issues.
• Experience supporting high-value, complex customers in a premium, enterprise or dedicated support environment.
• Curiosity and a strong technical understanding - you're comfortable using software tools and translating complex issues into simple solutions.
• Adaptability - you're energised by a fast-changing environment and quick to learn new things.
• A collaborative attitude - you enjoy working cross functionally with Customer Success, Product and SME teams.
• A strong problem-solving mindset with analytical and troubleshooting skills - you dig into challenges to find solutions that stick.
• Deep understanding of SaaS products, could-based solutions or enterprise software platforms (HR, Finance, ERP, CRM etc.) Experience with customer support platforms (e.g. Zendesk) is a plus.
• Motivation to grow in a dynamic, customer-obsessed tech company.

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