Hybrid job
HybridTeam Lead Customer Support (m/f/d)
Impower
Our assessment
- The posting reads as fully remote. Our reading of the full text says hybrid, so partly on site.
- The posting states no salary. Comparable roles in our index (14 postings): median 3,332 euros per month, middle range 3,000 to 4,157 euros.
- 16 more open roles from this employer in our index. 4 of them fully remote.
Automated assessment by nomado24, not an employer statement.
Job description
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
This role is provided by an external source. Applications are handled on the source website.