This position can be office-based or fully remote from one of the following countries: Germany, Spain, the Netherlands, Ireland, or the UK. 

As the Senior Lead - Payroll In-Life Support, you will be the driving force behind our In-Life Support team’s success. You will lead and coach a team of leaders, setting the strategic direction for our In-Life Support operations. Your focus will be on enhancing customer experience through process improvements, reducing Average Handling Time (AHT), and delivering exceptional support. This role is ideal for a seasoned leader who excels in coaching, strategy development, and operational excellence.

Leadership:

• Lead, mentor, and develop a team of support leaders, fostering a culture of continuous improvement and customer-centric service.
• Set the strategic direction for the payroll software support team, ensuring alignment with company objectives and customer needs.
• Provide coaching and development opportunities to leaders, helping them excel in their roles and effectively manage their teams.
• Build a high-performance culture by setting clear goals, monitoring performance, and driving accountability across the support organization.

• Identify and implement process improvements to enhance efficiency, reduce Average Handling Time (AHT), and improve overall service quality.
• Analyze support metrics and customer feedback to identify trends and areas for improvement, implementing solutions that drive customer satisfaction.
• Lead initiatives to optimize support workflows, focusing on automation and technology-driven efficiencies.
• Collaborate cross-functionally with Product, Customer Success, and Sales teams to resolve complex customer issues and ensure seamless support operations.

• Champion the customer experience, ensuring that all support interactions reflect our commitment to quality and service excellence.
• Develop and implement strategies to reduce AHT while maintaining high levels of customer satisfaction.
• Act as the escalation point for critical customer issues, ensuring swift resolution and minimal impact on the customer experience.
• Use data-driven insights to inform strategic decisions and improve the overall effectiveness of the support team.

• Business proficiency in English, a good command of German is a plus

• Operational Payroll provider experience

• Demonstrated success in process optimization, reducing AHT, and improving customer satisfaction within a payroll software support environment.

• At least 2 years of leadership experience, leading and hiring a team.

• Ability to develop and execute strategies that enhance support efficiency and customer experience.

• Experience with payroll software or related tools; a passion for leveraging technology to drive support improvements.

• Strong commitment to delivering exceptional customer service, with a focus on continuous improvement and operational excellence..

• You have the highest standards for quality and diligence in your work.

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 2 (fully paid) Impact Days –  one for an individual project of your choice and one for a company-wide initiative
• 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
• Invest in your development with an annual personal development budget to use on professional memberships, external certifications, conferences, and more
• 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