At Personio, Customer Experience is more than one specific role. It is rather an integral part of our company culture and defines how our customer-facing teams work. Customer Experience follows the mission to maximize customer value in our everyday business. As part of this team, you enable our customers to understand the product, give feedback, encourage their growth, and make their people processes more successful. Join and become part of our exciting journey!As a Team Lead Customer Support, you are responsible for one of our support teams which are part of the overall customer support, and you will report into the Lead of Customer Support DACH.All support teams are responsible for the management of the inbound customer contacts regarding all aspects of our product. These contacts are through e-email/web tickets as well as in the form of customer callbacks. Our target is to offer the best service experience to our customers while generating insights about their needs and requirements at the same time as an input for our product development process. Every support team is focused on providing service for the customers of a specific market (DACH, International). In addition to this, the DACH support teams are specialized on a specific area/module of the Personio products. Furthermore, you are responsible for the recruiting and development of your team’s Customer Service Representatives, managing the team and supporting our customers with the highest quality of service.

• The recruiting and development of a team of up to 10 Customer Service Representatives

• Responsibility for the satisfaction of our customers through high-class software support

• Support of the escalation and complaint management for critical customer contacts 

• Participation in day-to-day business operations to ensure ongoing process and product knowledge

• Development and administration of clear guidelines and processes for your Support team’s specialization and cross-departmental collaboration

• Continuous briefing and training of the team to optimize the operational performance with a strong focus on quality assessments

• Analysing the team’s performance by means of KPI dashboards, daily/weekly reports – identifying individual performances, optimization potentials, and trends

• Support of the intraday workforce management and the incident management process

• Foster a positive culture in the team by exemplifying and living our Personio values

• Develop career development plans for your direct reports and coach them to continue on being successful in their careers

• You have already gained at least 3 years of relevant professional experience in the area of customer service and/or in the B2B software environment, and already have at least 2 years of people management experience.

• You create a motivating environment for your team and continuously identify the strengths and development potential of your employee.

• You work independently and are able to make quick decisions even with incomplete information.

• You are a strong communicator with excellent written and spoken German and English skills and have a strong customer and service orientation.

• You have the highest demands on the quality and time management of your work, are strong in prioritizing tasks and set clear goals for your team.

• You work analytically and strongly data-driven and can present your findings in the form of reports and presentations in an easily understandable way.

• Ideally, you have already worked with some of our tools (e.g. Zendesk, Gainsight, JIRA)

• You are creative, driven and adaptable

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