Senior Leader Customer Support (d/f/m)

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 14,000+ customers and their 1.5 million employees. Ready to make an impact from day one?
Senior Leader Customer Support
Permanent employee, Full-time • Munich, Berlin, Amsterdam, Dublin, London
The Role: How you'll make an impact at Personio
We are seeking a Director of Support to lead our Global Support Teams in a fast-paced, high-growth environment. In this role, you will oversee both internal and external Support Specialists, working to deliver an exceptional customer support experience. You'll collaborate closely with internal teams across operations, product management, and sales to optimize the customer journey and drive operational excellence.
Leading this team, you will be responsible for attracting and developing top talent, establishing and scaling best practices, and evolving our knowledge by incorporating field insights and innovations. You will also play an active role in selected support cases, representing Personio and making sure customers receive our full attention.
Join us in shaping the next phase of Personio's growth by building a world-class support organization grounded in humility, expertise, and a passion for customer outcomes. This is a unique opportunity to make a lasting impact on the future of our business and the experience of our customers.
Role Responsibilities: What you'll do

• You champion a culture where customer happiness and outcomes are non-negotiable and inspire your teams to deliver on that promise every day
• You own the strategic vision for the customer support function, ensuring alignment with Personio's business objectives, prioritizing customer satisfaction while continuously improving handling time
• You run a tight ship by setting clear goals, communicating openly, and holding teams accountable for performance
• You stay ahead of the curve by adopting emerging technologies that streamline support operations and deliver a future-ready customer experience
• You lead, coach, and mentor an international and distributed team of internal and external support specialists, partner managers and leaders
• You own the planning, budgeting and hiring process for your function and are responsible for the execution and adherence of annual revenue, utilization, and margin targets
• You work closely with senior leaders across Personio on strategic direction and improvements of customer engagement model
• You represent Personio towards the market and customers and convey our mission and plans

Role Requirements: What you need to succeed

• You have successfully scaled and orchestrated Customer Support or comparable functions in a fast-growing SaaS environment
• You bring a strong understanding of the B2B SaaS model and know how to build lasting customer relationships across segments, balancing satisfaction and cost-effectiveness
• You have successfully demonstrated leadership skills with direct responsibility for managing and developing first-line leaders
• You are a strong relationship-builder with customers and partners, holding them accountable and managing expectations effectively
• You effectively collaborated with senior stakeholders and coached your team to do the same (e.g. bringing customer topics to key strategic/management decisions through convincing communication, building compelling cases for investment areas and new ways of working)
• You are an effective communicator with fluent written and spoken English. German or Spanish is a plus
• You are willing to travel as needed

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.
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 (because we love what we do, but we also love vacation!)
• Make an impact on the environment and society with fully paid Impact Day
• Receive generous family leave, child support, mental health support, and sabbatical opportunities with PersonioCares
• Find your best way to work with our office-led, remote-friendly PersonioFlex!
• 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