(Senior) Payroll Support Specialist (m/w/d)

About the company

Personio provides an intelligent HR platform designed to help small and medium-sized businesses simplify complex, time-consuming people processes. The organization has around 1,500 employees and serves more than 15,000 customers and 1.5 million employees with products built to be easy to use and genuinely helpful.

For this position, you will work from the Munich or Berlin office three days per week. If you live elsewhere in Germany, a fully remote arrangement is also possible. The role combines on-site collaboration with flexible home-office work.

Role overview

In this senior payroll support role, you will advise customers at expert level and handle payroll-related requests quickly, accurately, and with a strong service mindset. You will deal with complex edge cases, carry out manual calculations when needed, and ensure the quality of every result. The position requires close coordination with several teams and a continuous focus on improving processes, tools, and customer experience.

Key responsibilities

• Provide expert support for payroll operations, including compliance topics and system functionality, while helping to ensure both internal and external requirements are met and keeping track of regulatory and technical changes that can improve payroll workflows and the customer experience.
• Respond to customer questions through email, callback, and live chat with clear, fast, and empathetic communication. Create and maintain self-service materials such as help-center articles and documentation, and manage multiple incoming requests in an efficient priority order.
• Work closely with Product, Compliance, Implementation, and Professional Services teams to resolve issues and advance product solutions. Contribute to knowledge bases and help-center content, and support cross-functional initiatives that improve payroll and support operations.
• Spot gaps in payroll products and processes and help design practical, innovative fixes. Stay effective during high-volume periods and escalation scenarios.
• Take part in training and upskilling activities to deepen payroll and product expertise, and continuously monitor industry and regulatory trends to keep support quality consistently high.

Requirements

• Strong understanding of payroll processes, compliance, and quality assurance.
• Excellent written and spoken communication skills, along with a professional, calm approach to conflict situations.
• Strong analytical thinking and a structured way of working through complex issues.
• Good time management skills and the ability to handle several priorities at once.
• Experience collaborating with different business functions and a strong team-oriented mindset.
• German at native level or C2, plus very good business English.

What the company offers

• A competitive compensation package that includes salary, benefits, and virtual company shares, reviewed annually.
• 28 days of annual leave, plus one extra day after two years and another after four years of service.
• One fully paid Impact Day each year to contribute to social or environmental initiatives.
• Comprehensive benefits covering family support, mental health, childcare, and the option of a sabbatical.
• Shared lunches, cultural initiatives, team events such as Summer Sessions and year-end celebrations, plus healthy snacks, drinks, and a weekly catered lunch.

Additional information

The company promotes equal opportunity and aims to create a workplace where people from all backgrounds feel included and can grow. Diversity of perspectives is viewed as a key driver of success, and the organization actively supports an inclusive environment regardless of gender, age, origin, religion, sexual orientation, disability, marital status, or educational background.

The work arrangement is designed to balance personal collaboration with flexibility. You are expected to be present at your assigned office location three days per week, while the remaining days can be spent working from home or from the office. In addition, you receive 20 Flex Days per year, which can be used to work from another location.