Senior Business Partner, 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 team of 1,500 Personios is building user-friendly products that delight our 15,000+ customers and their 1.5 million employees. Ready to make an impact from day one?
The Role: How you'll make an impact at Personio
This role requires 3 days per week in the office and is based in Munich, Dublin, Berlin or Amsterdam.
The Business Partner within the CX Operations Field Operations team is responsible for acting as the CX Operations “right hand” to the senior business leader for their assigned CX functional area (Customer Support).
As a Business Partner, you own the successful running and evolving of your business unit through data insights, project management of critical initiatives, and delivery of core business operations. You will partner with your business leader to evolve the strategy of the department, ensuring it is aligned with company direction and coordinating the prioritization and investment to get there. You will be supported by a team of Operations Analysts that provides hands-on support and subject matter expertise in data, technical acumen, and general CX business acumen.
Role Responsibilities: What you'll do
Strategic Partnership: You act as the right-hand to the Senior Director of Customer Support, building strong relationships with senior leaders and their management teams to evolve strategy and represent the functional area across CX and the organization.
Business Operations & Financial Planning: You manage and evolve day-to-day business operations, providing financial inputs, ROI analysis, capacity management, and serving as the FP&A interface for your business unit.
Data-Driven Insights & Business Cases: You deliver ad-hoc and recurring performance reporting, create compelling business cases using data to prioritize investments, and regularly present insights to senior CX leaders and the executive team.
Initiative Delivery & Program Management: You drive execution of key strategic Customer Support initiatives and CX OKRs, coordinating cross-functionally with other departments to align priorities and investment.
Process Excellence & Automation: You standardize and continuously improve ticket management workflows, develop key support processes (CSAT, escalations, queue prioritization), and explore automation opportunities using AI and RPA.
Premium Support Product Ownership: You manage Premium Support as a product, including pricing, entitlements, feature scoping, and coordinate development of in-product features for contacting support.
Cross-Functional Collaboration: You act as the single point of contact for all operational needs, partnering effectively with the Operations Analyst team and specialist teams throughout the organization.
Role Requirements: What you need to succeed
Education & Language: You have a university degree (or equivalent relevant work experience) and are fluent in written and spoken English; proficiency in German or another European language is a strong plus.
SaaS & Analytical Expertise: You have proven experience with enterprise SaaS software solutions and analytical tools, with the ability to leverage data for strategic decision-making and forecasting.
Self-Sufficient Execution: You thrive in small, dynamic, fast-growing teams, operating with a can-do attitude, self-sufficiency, and strong personal accountability to drive results independently.
Strategic Communication: You possess outstanding interpersonal and communication skills (verbal and written), enabling you to present complex insights to senior leadership and align stakeholders at all levels.
Critical Thinking & Problem-Solving: You apply critical thinking, analytical reasoning, and conflict-resolution skills to navigate ambiguity, solve complex problems, and make data-driven decisions.
Multi-Tasking & Prioritization: You excel at managing multiple priorities efficiently, balancing strategic initiatives with day-to-day operational needs in a fast-paced environment.
Continuous Improvement Mindset: You have a passion for optimizing processes, efficiency, value, and quality, with familiarity of the Personio tech stack and ability to communicate scope expectations with both customer executives and technical stakeholders.
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.
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.
