Premium Support Specialist

Customer Experience

Contract

Berlin

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 15,000+ 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 in Berlin.

The Role: How you'll make an impact at Personio

At Personio, customer success is at the heart of everything we do. As a Premium Support Specialist, you'll be the focal contact for our most valuable customers — building a personal relationship with your own portfolio, providing reactive support for technical or product-related challenges, and proactively ensuring ongoing success and high product adoption. Your customer support provided will be directly responsible for the retention and satisfaction of your assigned customers.

As a Premium Support Specialist, you'll be the focal contact for our most valuable customers, building a personal relationship with your own portfolio, providing reactive and proactive multi-channel support for technical or product-related challenges, and ensuring ongoing success and high product adoption. Your support will be directly responsible for the retention and satisfaction of your assigned customers.

This role is offered as a 12-month fixed-term contract to help cover multi-channel support needs, including phone calls/screen sharing, emails and soon live chat support (to be introduced in FY26H1).

This is your opportunity to grow with a company that's transforming how businesses manage their people.

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 AskAi 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 with some experience 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.

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.

At Personio, we value in-person collaboration while also offering flexibility. This role is office-based, with 3 days per week required in your contracted office location. The remaining days can be worked from home or in the office if you prefer. In addition, you'll have 20 Flex Days per year to work remotely from other locations. 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

Make an impact on the environment and society with 1 (fully paid) Impact Day

Receive generous family leave, child support, mental health support, and sabbatical opportunities

We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch.