Team Lead Customer Support (m/f/d)

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

• Lead, mentor, and develop the Customer Support team in Cluj, fostering a culture of ownership, quality, and continuous improvement
• Manage day to day support operations, ensuring timely and effective handling of customer inquiries
• Define, track, and improve key support KPIs such as CSAT, response times, and resolution rates
• Analyze and optimize support processes (ticketing, escalation flows, automation) to ensure scalability and efficiency
• Act as the escalation point for complex customer issues, ensuring structured and solution-oriented resolution
• Work closely with Product and Engineering teams to translate customer feedback into product improvements
• Drive the development of internal knowledge bases and customer-facing documentation
• Ensure clear communication and alignment between the Cluj team and stakeholders across the company

Dein Profil

• Several years of experience in Customer Support, ideally in a SaaS or tech-driven environment
• Previous experience leading a team or strong potential to step into a leadership role
• Strong communication skills in German and English (both required for customer and internal collaboration)
• Structured and data-driven approach to problem-solving and process improvement
• Ability to manage operational complexity while maintaining a high standard of service quality
• Hands-on mindset and willingness to actively support the team when needed
• Interest in building scalable support structures in a growing company

Warum wir?

• A central leadership role with direct impact on customer experience and retention
• Opportunity to build and scale a high-performing support team
• Close collaboration with Product, Engineering, and Customer Success
• Flexible work model with a mix of office and remote work
• International and collaborative team environment across Munich and Cluj
• Personal development opportunities as the company continues to grow