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Payroll Support Lead

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full-time

Posted on:

Location Type: Hybrid

Location: Munich • Germany

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Job Level

Senior

About the role

  • 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, supportive team environment to ensure continuous improvement in payroll support delivery.
  • Ensure timely and accurate payroll processing and high customer satisfaction for Personio customers in Germany through outstanding software and payroll support.
  • Serve as an advocate in day-to-day payroll operations, providing guidance to the team, customers, and other departments.
  • Develop a deep understanding of customer-specific payroll requirements and manage escalations to resolution with expertise and empathy.
  • Identify and implement improvements to 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 Personio product updates, continuously expanding personal and team knowledge.

Requirements

  • Experience in payroll support operations, including managing complex or high-volume customer inquiries and resolving issues.
  • Proven leadership experience with a track record of managing high-performing support teams and delivering service excellence.
  • Strong organizational and time-management skills, ideally supported by relevant certifications.
  • Expert-level knowledge of payroll processes and statutory requirements (e.g., social insurance law, tax law), and experience troubleshooting payroll systems.
  • Proficiency with tools such as Google Workspace, Jira, or Zendesk ticketing systems, and the ability to analyze data to inform support strategies and improvements.
  • 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.
  • Customer-centric and solution-oriented, focused 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.
Benefits
  • Competitive compensation package – reviewed annually – including salary, benefits, and pre-IPO equity.
  • 28 days of paid vacation, with an additional day after 2 and 4 years of service.
  • One fully paid Impact Day to contribute to environmental or social initiatives.
  • Generous family leave, child support, mental health support, and sabbatical opportunities.
  • Regular team meals, cultural initiatives, and events such as local Summer Sessions and year-end celebrations, plus healthy snacks, drinks, and a weekly catered lunch.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
payroll processesstatutory requirementssocial insurance lawtax lawtroubleshooting payroll systemsdata analysis
Soft Skills
leadershiporganizational skillstime-management skillscommunication skillsconflict-resolution skillsmentoringcoachinganalytical skillsproblem-solving skillscustomer-centric approach