Payroll Support Specialist (d/f/m)

About the Role

You will join a customer experience team that supports a people platform used by small and medium-sized businesses to simplify complex HR work. The wider organization serves more than 15,000 customers and 1.5 million employees, and the team is focused on building products and support experiences that are practical, reliable, and easy to use.

This position is based in Berlin or Munich and follows a hybrid setup, with three office days per week. If you live elsewhere in Germany, fully remote work is also an option.

In this role, you will act as a payroll subject-matter expert, helping customers resolve payroll questions accurately and on time. The work involves handling unusual cases, carrying out manual calculations when needed, checking the quality of outputs, and working closely with other internal teams to improve how payroll support is delivered.

What You Will Do

• Support customers with advanced payroll questions, including processing, compliance, and product behavior.
• Make sure payroll handling follows internal quality standards and external legal or procedural requirements.
• Keep up with changes in payroll rules and technology, and use that knowledge to improve customer outcomes and internal processes.
• Answer customer requests through email, phone follow-ups, and live chat in a clear, prompt, and empathetic way.
• Guide customers toward self-help materials such as help center content and documentation.
• Organize and prioritize several customer cases at the same time to reach timely resolutions.
• Work with teams such as Product, Compliance, Implementation, and Professional Services to diagnose issues and build solutions.
• Help maintain and improve internal knowledge resources and customer-facing help articles.
• Join cross-functional initiatives that strengthen payroll workflows and the overall support experience.
• Use analytical thinking to spot weaknesses in payroll processes or product flows and suggest better approaches.
• Stay calm and effective during busy periods or escalated situations.
• Take part in training and ongoing learning to stay sharp on payroll topics and the product.

What You Need

• Strong expertise in payroll processing, compliance, and quality control.
• Excellent written and spoken communication skills, with the ability to manage difficult conversations professionally.
• Good analytical and problem-solving ability for complex payroll issues.
• Strong time management skills and the ability to juggle several tasks or projects at once.
• A collaborative approach and experience working across different departments.
• Native-level German or equivalent C2 proficiency, plus fluent English for business use.

Additional Information

The organization describes itself as an equal opportunity employer and aims to create an inclusive workplace where people of all backgrounds feel welcomed and supported. It emphasizes diversity as a strength and states that growth and development should be available regardless of gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.

Along with in-person collaboration, the company offers flexibility. You are expected to work from your contracted office location three days per week, while the remaining days may be spent at home or in the office. You also receive 20 flex days per year that can be used to work remotely from other locations.

Benefits

• Competitive compensation package reviewed annually, including pay, benefits, and pre-IPO equity.
• 28 days of paid leave, plus one additional day after two years and another after four years.
• One fully paid Impact Day to contribute to environmental or social causes.
• Family leave, child support, mental health support, and sabbatical opportunities.
• Team meals, cultural events, local Summer Sessions, year-end celebrations, snacks, drinks, and a weekly catered lunch.