Payroll Support Lead (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? This role requires you to be in the office three days per week, with the option to be based in either Munich or Berlin. If you are located elsewhere in Germany, remote work is also possible. As Payroll Support Lead (d/f/m), you provide a best-in-class payroll service for Personio customers. Your efforts drive customer satisfaction, and continuous improvement of our end-to-end payroll customer journey and payroll processes, which directly translates into a high customer lifetime value and active Personio promoters. You will ensure your people are developing and growing with Personio, creating a safe and ambitious team environment. Role Responsibilities: What you'll do Leadership Build, lead, and develop a high-performing team of Payroll Specialists. Manage team performance by setting clear goals, providing regular feedback, and supporting professional development. Foster a collaborative and supportive team environment, ensuring continuous improvement in payroll support delivery. Operational Success Ensure the satisfaction and timely payroll processing for German Personio customers through outstanding software and payroll support. Serve as an advocate in day-to-day payroll operations, providing guidance to both the team, customers and other departments. Develop a deep understanding of customer-specific payroll needs and manage escalations to resolution with expertise and empathy. Payroll Process & Product Improvement Identify and implement improvements in internal payroll operations to enhance quality, efficiency, and team flexibility. Collaborate cross-functionally with Product, Sales, and Customer Success teams to resolve complex technical payroll issues and provide actionable feedback for product enhancements. Stay up to date with changes in payroll regulations and updates to the Personio product, continuously expanding personal and team knowledge. Role Requirements: What you need to succeed Education & Experience: Experience in payroll support operations, including managing complex or high-volume customer inquiries and issue resolution. Proven leadership experience, with a track record of managing high-performing support teams and achieving service excellence. Strong organisational and time-management skills, ideally supported by relevant certifications. Technical Skills: Expert-level knowledge of payroll processes, statutory requirements (e.g., social insurance law, tax law), and payroll system troubleshooting. Proficiency in tools such as Google workspace, Jira, or Zendesk ticketing system, with the ability to analyse data to inform support strategies and improvements. Soft Skills: Exceptional communication and conflict resolution skills, with the ability to engage effectively with customers, team members, and cross-functional stakeholders. Strong mentoring and coaching abilities to foster team development and knowledge sharing. Analytical and problem-solving skills to address complex support challenges and drive proactive solutions. Mindset: Customer-centric and solution-oriented, with a focus on delivering outstanding support experiences and long-term value. Committed to continuous improvement and knowledge sharing to enhance team performance and customer outcomes. Collaborative, supportive, and adaptable, with a strong team-oriented approach. 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. In addition, you’ll have 20 Flex Days per year to work remotely from other locations. 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 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.