EinleitungAt 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 experienceDeine AufgabenLead, mentor, and develop the Customer Support team in Cluj, fostering a culture of ownership, quality, and continuous improvementManage day to day support operations, ensuring timely and effective handling of customer inquiriesDefine, track, and improve key support KPIs such as CSAT, response times, and resolution ratesAnalyze and optimize support processes (ticketing, escalation flows, automation) to ensure scalability and efficiencyAct as the escalation point for complex customer issues, ensuring structured and solution-oriented resolutionWork closely with Product and Engineering teams to translate customer feedback into product improvementsDrive the development of internal knowledge bases and customer-facing documentationEnsure clear communication and alignment between the Cluj team and stakeholders across the companyDein ProfilSeveral years of experience in Customer Support, ideally in a SaaS or tech-driven environmentPrevious experience leading a team or strong potential to step into a leadership roleStrong communication skills in German and English (both required for customer and internal collaboration)Structured and data-driven approach to problem-solving and process improvementAbility to manage operational complexity while maintaining a high standard of service qualityHands-on mindset and willingness to actively support the team when neededInterest in building scalable support structures in a growing companyWarum wir?A central leadership role with direct impact on customer experience and retentionOpportunity to build and scale a high-performing support teamClose collaboration with Product, Engineering, and Customer SuccessFlexible work model with a mix of office and remote workInternational and collaborative team environment across Munich and ClujPersonal development opportunities as the company continues to growÜber unsImpower GmbH ist ein SaaS-Startup aus München mit über 50 Mitarbeitenden aus mehr als 10 Ländern und zwei Standorten in Europa.Unsere Vision ist ehrgeizig: Wir wollen die Immobilienverwaltung in Deutschland neu definieren – intelligent, automatisiert und personenzentriert. Heute unterstützen wir bereits über 4.000 Nutzer:innen bei der Digitalisierung ihres Alltags – und das ohne externe Investoren. Impower ist profitabel, was uns erlaubt, unabhängig und nachhaltig zu wachsen.Wenn du Lust hast, an der Schnittstelle von AI, Produkt und echter Wirkung zu arbeiten, dann bewirb dich bei uns! Show more Show less