Associate Premium Support Specialist

Who you are

• 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 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

• As a Associate Premium Support Specialist (d/f/m), 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
• 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 Intercom Fin Copilot 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

Benefits

• 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 Impact Days
• Receive generous family leave, child support, mental health support, and sabbatical opportunities with PersonioCares
• 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
• Find your best way to work with our office-led, and remote-friendly PersonioFlex!