Head of Customer Support
vor 1 Tag
**The Role**:
Our Customer Support team is embedded in the business unit Customer Operations within the Customer Experience (CX) organization and follows the mission to take ownership for existing customers by solving issues and proactively improving their HR readiness. At Personio, Customer Experience is an essential part of our company culture, which all customer-facing teams work according to. The Customer Experience teams enable our customers to understand the product, provide feedback, grow and ultimately unlock the full potential of HR organizations. You won’t find an anonymous call centre at Personio. We work customer-oriented, entrepreneurial, agile, proactive, data-driven, set on modern tools and constantly improve our processes.
As Head of Customer Support, you will lead a high-energy department of currently around 70 people (9 Team Leads and 60+ Customer Support Representatives, split into seven DACH teams based in Munich and our first two International teams based in Dublin) with the aim of growing to 150+ over the next two years.
You are driving the long-term success of our customers by ensuring the best possible one-to-one Support experience. You build teams and processes that allow Personio to consistently deliver to the same high standard while being highly scalable and cost-efficient. Your efforts drive customer satisfaction and product adoption which directly translates into customer lifetime value and active Personio promoters.
**Your Tasks**:
- Lead and continuously develop operational Customer Support teams (currently 9 teams in two locations and supporting six languages).
- Responsibility for the satisfaction of our existing customers through high-class technical support (inbound) as well as proactive outreach to increase product adoption.
- Carrying out projects with the aim of sustainably increasing quality, efficiency and flexibility in Customer Support.
- Developing the organizational structure and responsibilities of the different Support teams to meet the requirements for our hyper-growth and the continuous internationalization.
- Continuous improvement of the onboarding processes for new CSRs to improve their competencies and reduce onboarding times.
- Support in the planning of further growth and internationalization of Customer Support
- Responsibility for recruiting all Customer Support Representatives.
- Continuous training and coaching of all Customer Support Representatives and Team Leads.
**What you need to succeed**:
- You have several years of experience in a leading position in technical customer support, ideally in the B2B SaaS environment and an international setup. Ideally, you have experience in leading leaders.
- You are an expert in working with support providers and continuous process optimization
- You think entrepreneurial and move mountains to ensure the satisfaction of your customers
- You have the highest standards for the quality of your work, work in an analytical/structured way, set yourself ambitious goals and turn your plans into solutions quickly and pragmatically
- You lead and develop your employees with passion and at eye level
- You are creative and a strong communicator with very good English skills (C2 level). German skills are appreciated.
**Why Personio**:
Aside from our people, culture, and mission, there are a variety of additional benefits that help make Personio a great place to work Work with us and receive:
- Competitive compensation package that includes salary, benefits, and virtual shares
- 28 days paid vacation days
- Inclusive, equal opportunity, and multicultural workplace
- Annual personal development budget of €1,500 for conferences, courses, books, career coach, etc.
- With PersonioFlex, decide for yourself where you work most effectively. For this, we offer you a flexible 50% in-office & 50% remote working framework. Our remote working policy includes the possibility to work from home or anywhere within the UK or European Economic Area.
- High-impact work environment with short decision-making processes.
- Saving for tomorrow: Opportunity to invest in your retirement via the Personio Pension Scheme or to invest into a disability insurance
- Choose between three mobility options: UNU electric scooter, JobRad® bike or monthly public transportation ticket
- Subsidised Qualitrain membership gives you access to 90 fitness studios and sports facilities across Munich for €22.58 per month
- Regular company and team events like Oktoberfest, ski trips, Christmas parties, and more (COVID permitting)
- Mental health support, as we know that mental wellbeing plays a major role in both our personal and professional success. #PersonioCares
- Two Impact days you can use to have an impact on the environment and society. One day is for an individual project and one for a company-wide initiative #SocialResponsibility
We’re using technology to revolutionize the way HR operates, transforming the way millions of people experienc
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