Associate Premium Support Specialist (German Speaker)

Requirements

• 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 (cover for different shifts based on business needs & within Europe hours still)
• 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

What the job involves

• 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
• This is your opportunity to grow with a company that’s transforming how businesses manage their people and a team that is fast growing with some of our expanding customers.
• 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 multi-channel support via email or remote phone (with future live chat channel as we launch it). 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