Customer Support Representative serving customers with inquiries and orders in USA Sales channel. Collaborating with internal teams and providing exceptional service to ensure customer satisfaction.
About the role
- Providing expert-level payroll processing and compliance support at Personio. Collaborating with teams to enhance customer experience and resolve payroll inquiries.
Responsibilities
- Provide expert-level support for payroll processing, compliance, and system functionalities.
- Ensure payroll procedures meet internal standards and external requirements.
- Stay updated on evolving payroll regulations and technologies, applying insights to drive process and customer experience improvements.
- Respond to customer inquiries via email, callbacks, and live chat, delivering timely, clear, and empathetic support.
- Provide customers with self-service resources, including Help Center articles and documentation.
- Manage multiple customer requests, ensuring proper prioritization and effective resolution.
- Collaborate with internal teams, including Product, Compliance, Implementation, and Professional Services to troubleshoot issues and develop solutions.
- Contribute to the internal and external knowledge base, ensuring accuracy and accessibility for team members and customers.
- Participate in cross-functional projects to enhance payroll processes and customer support.
- Assist in creating and maintaining Help Center articles.
- Leverage analytical skills to identify gaps in payroll product and processes and propose innovative solutions.
- Operate effectively under pressure, especially during peak periods or escalated situations.
- Engage in internal training and professional development to maintain a high level of product and payroll expertise.
- Stay informed about industry trends and regulatory updates to provide the best possible support.
Requirements
- Advanced knowledge of payroll processing, compliance, and quality assurance.
- Exceptional communication skills, both written and verbal, with the ability to handle conflict professionally.
- Strong problem-solving and analytical skills to address complex payroll issues.
- Ability to manage time efficiently and work on multiple projects simultaneously.
- Collaborative mindset with experience working across departments.
- Native German speaker (or equivalent C2 level) and fluent in English (business proficiency).
Benefits
- Competitive compensation package – reviewed annually – including salary, benefits, and pre-IPO equity.
- 28 days of paid vacation, plus an additional day after 2 and 4 years of service.
- 1 fully paid Impact Day to make a positive environmental or social impact.
- Generous family leave, child support, mental health support, and sabbatical opportunities.
- Regular team meals and cultural initiatives, plus events such as local Summer Sessions and year-end celebrations. Office perks include healthy snacks, drinks, and a weekly catered lunch.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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