(Senior) Service Recovery Manager (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 3 days per week in the office and is based in either Berlin, Munich, or Dublin.

Our Customer Experience team thrives on collaboration, working closely with teams across Personio to ensure that customer voices are at the heart of everything we do. We are dedicated to understanding and advocating for our customers, using data-driven insights to shape our customer experience strategies and influence what we build.

As a (Senior) Service Recovery Manager, you'll be the trusted advisor for our most dissatisfied customers, turning challenging situations into positive outcomes. You'll manage complex escalations while driving continuous improvement processes at scale to enhance the overall customer experience.

Role Responsibilities: What you'll do

• Escalation Ownership & Resolution: You manage and resolve complex customer escalations, turning dissatisfied customers into advocates by addressing their concerns with empathy, urgency, and ownership. You act as point of contact during critical incidents for strategic customers.

• Customer Advocacy: You act as the voice of the customer internally, ensuring their feedback shapes product improvements and service delivery across teams. You also drive closure of cases that lose momentum, including those with unresolved product limitations.

• Executive Escalation Management: You take over cases from our Exec team from a variety of platforms and ensure white glove resolution support

• Process Improvement: You identify patterns in escalations and drive continuous improvement initiatives to prevent recurring issues and enhance the customer experience.

• Cross-Functional Collaboration: You partner with and influence Professional Services, Support, Operations, Go to Market, and Product & Engineering teams to resolve critical issues, implement long-term solutions, and drive accountability for resolution timelines.

• Reporting & Insights: You track, analyze, and report on escalation and DSAT trends and metrics, identifying points of friction and providing actionable insights to leadership to inform strategic decisions.

• Customer Risk Management: You maintain visibility of potential at risk or highly dissatisfied customers, partner with Account Management and Customer Success Management teams to drive recovery plans, and ensure structured follow-ups post-resolution.

• Coaching & Enablement: You mentor and support leaders of teams handling escalations, identifying themes and coaching opportunities, sharing best practices and building capability across the CX organization.

• Team Support: You serve as onsite POC to help provide guidance and operational alignment for Berlin-based Support team members as needed

Role Requirements: What you need to succeed

• Experience: You have 5+ years of experience in customer-facing roles within a SaaS or B2B environment, with at least 2 years managing complex escalations or leading customer success initiatives. You are fluent in English and German.

• Problem-Solving: You excel at de-escalating challenging situations and finding creative solutions to complex problems under pressure, always maintaining composure and empathy.

• Customer-Centric Mindset: You're deeply committed to customer satisfaction and have a track record of turning difficult situations into positive outcomes that strengthen customer relationships.

• Data-Driven Decision Making: You use data and insights to identify trends, measure success, and inform strategic decisions that improve processes and prevent future escalations.

• Communication Skills: You communicate clearly and effectively with stakeholders at all levels, from individual contributors to C-suite executives, adapting your style to different audiences and situations.

• Cross-Functional Collaboration: You have experience working across multiple teams and functions, building strong relationships and driving alignment to achieve shared goals.

• Ownership & Accountability: You take full ownership of complex issues from start to finish, demonstrating resilience, accountability, and a solution-oriented approach even in ambiguous situations.

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. This role is office-based, with 3 days per week required in your contracted office location. The remaining days can be worked from home or in the office if you prefer. 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