Customer 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 Customer Support Specialist, you'll be the first line of contact for our customers: answering questions, solving problems, and making sure every interaction adds value. You'll work closely with cross-functional teams, focusing on customer happiness while providing multi-channel support, including phone calls, 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

Support our customers professionally via email, phone, and chat, delivering timely, clear, and empathetic responses

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

A university degree in economics or IT-related economics or at least 1 year of experience as a Support Representative in a tech or SaaS company. (Open to non-technical customer facing support experience, if you are self proficient on the technical front).

Excellent written and verbal communication skills in English & German

A genuine customer-first mindset and a passion for helping others

Curiosity and a strong technical understanding — you're comfortable using software tools and translating complex issues into simple solutions

Adaptability — you're energized by a fast-changing environment and quick to learn new things

A collaborative attitude — you enjoy working in teams and sharing knowledge

A problem-solving approach — you dig into challenges to find solutions that stick

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.

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.