Customer Automation Specialist

Personio's intelligent HR platform helps small and medium-sized organizations make complicated tasks simple, serving 15,000+ customers and their 1.5 million employees. This hands-on builder role sits at the intersection of AI, automation, and customer experience, driving operational excellence across Professional Services, Support, and Payroll Operations while directly reducing customer effort. The role requires 3 days per week in the office, based in Munich, Berlin, or Dublin.

What You'll Do

• Analyze support and service workflows to identify inefficiencies and automate manual processes

• Build customer-facing automations and AI agents that do real work — data imports, bulk configuration changes, file processing — so customers don't need to contact support

• Build, maintain, and improve automation solutions so they run reliably at scale

• Investigate automation issues, supervise and iterate on AI workflows, and partner with CX teams to prevent recurrence

• Build insight-driven automations that detect friction spikes and trigger self-healing responses

• Conduct gap analyses, design future-state workflows, and drive adoption, enablement, and cross-functional delivery

What You'll Need

• 5+ years of professional experience, including 2-3 years in process automation, system integration, or a comparable technical role at a scale-up; CX Operations experience a plus

• Degree in business informatics, computer science, natural sciences, or business administration with a technical focus; fluent English

• Hands-on experience implementing AI-supported workflows and LLMs, ideally customer-facing

• Experience with automation and low-code tools (Make.com, n8n, Zapier) plus APIs, JSON, and data integration

• Scripting and programming skills in JavaScript or Python

• Strong process acumen, a continuous-improvement mindset, and a structured, self-reliant way of working