Einleitung At Impower we are shaping the future of property management — simple, fast, and digital. More than 100,000 people manage over 12 million apartments using processes that are still manual, complex, and time-consuming. We help property managers modernize these workflows step by step with reliable software, clear structures, and real practical value. As we continue to grow, delivering a consistent and high quality customer experience becomes increasingly important. Customer Support plays a key role in ensuring that our users can rely on Impower in their daily work. As a Team Lead Customer Support, you will lead our support team in Cluj and ensure that our product is backed by efficient, structured, and high-quality support processes. You will combine team leadership with operational excellence and work closely with Product and Engineering to continuously improve the customer experience Deine Aufgaben <ul><li>Lead, mentor, and develop the Customer Support team in Cluj, fostering a culture of ownership, quality, and continuous improvement</li><li>Manage day to day support operations, ensuring timely and effective handling of customer inquiries</li><li>Define, track, and improve key support KPIs such as CSAT, response times, and resolution rates</li><li>Analyze and optimize support processes (ticketing, escalation flows, automation) to ensure scalability and efficiency</li><li>Act as the escalation point for complex customer issues, ensuring structured and solution-oriented resolution</li><li>Work closely with Product and Engineering teams to translate customer feedback into product improvements</li><li>Drive the development of internal knowledge bases and customer-facing documentation</li><li>Ensure clear communication and alignment between the Cluj team and stakeholders across the company</li></ul> Dein Profil <ul><li>Several years of experience in Customer Support, ideally in a SaaS or tech-driven environment</li><li>Previous experience leading a team or strong potential to step into a leadership role</li><li>Strong communication skills in German and English (both required for customer and internal collaboration)</li><li>Structured and data-driven approach to problem-solving and process improvement</li><li>Ability to manage operational complexity while maintaining a high standard of service quality</li><li>Hands-on mindset and willingness to actively support the team when needed</li><li>Interest in building scalable support structures in a growing company</li></ul> Warum wir? <ul><li>A central leadership role with direct impact on customer experience and retention</li><li>Opportunity to build and scale a high-performing support team</li><li>Close collaboration with Product, Engineering, and Customer Success</li><li>Flexible work model with a mix of office and remote work</li><li>International and collaborative team environment across Munich and Cluj</li><li>Personal development opportunities as the company continues to grow</li></ul>

Team Lead Customer Support (m/f/d) @ Impower

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