Senior Business Partner, Customer Support; d​/f​/m

Position: Senior Business Partner, Customer Support (d/f/m)
Location: Germany

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 prioritisation 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 organisation.

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 prioritise 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 standardise and continuously improve ticket management workflows, develop key support processes (CSAT, escalations, queue prioritisation), 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 organisation.

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 & Prioritisation

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…