Team Lead Customer Support (m/f/d)

About this job

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