Working Student – Customer Support Workforce & Operations (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 15,000+ customers and their 1.5 million employees. Ready to make an impact from day one?
Department: Customer Experience (CX)
Office: Munich
Job Title: Working Student – Customer Support Workforce & Operations (d/f/m)
Office Requirement: 2 days per week, working 5 days per week (20hours)
Role Introduction: As a Working Student in our Customer Support Operations team, you'll play a crucial role in empowering our support teams to deliver excellent service. By assisting with workforce allocation, technical setups, and process coordination, you'll help ensure our teams are fully equipped to meet our customers' needs.
Role Responsibilities: What You'll Do
Technical Setup & Routing: You review and optimize Zendesk configurations to ensure skill-based routing works effectively, and monitor and triage tickets that aren't being routed automatically.
Workforce Planning: You support capacity planning and workforce allocation across support channels based on demand, helping ensure optimal team coverage.
Data Analysis & Reporting: You analyze support data to identify trends and improvement opportunities, and prepare dashboards to visualize key metrics for management and team leads.
Forecasting & Capacity Management: You contribute to forecasting ticket volumes and workforce capacities to support strategic planning and resource optimization.
Documentation & Knowledge Management: You maintain and update internal documentation for workflows and routing rules, and organize knowledge base articles for customers and internal teams.
Process Improvement: You gather feedback from support agents, contribute to pilot projects for new tools or routing strategies, and proactively propose ideas to enhance support operations and customer experience.
Role Requirements: What You Need to Succeed
Enrollment & Language: You're currently enrolled at a university, available for 20 hours per week, and proficient in English (German is a plus).
Technical Proficiency: You have solid working knowledge of Google Sheets and/or Excel to analyze data, create reports, and maintain documentation.
AI & Technology Affinity: You're interested in leveraging AI tools and technologies to optimize support processes and drive efficiency.
Analytical Thinking: You identify patterns and trends in data to surface actionable insights that improve ticket handling and customer satisfaction.
Proactive Problem-Solving: You work independently, take initiative to solve problems, and proactively propose new ideas to enhance operations.
Attention to Detail: You approach tasks with diligence and accuracy, ensuring worksheets and technical setups are configured correctly and with precision.
Collaborative Communication: You communicate clearly and collaborate effectively with support agents, team leads, and cross-functional 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 2 days per week required in your contracted office location. The remaining days can be worked from home or in the office if you prefer.
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 and benefits.
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
