Team Lead Customer Support (German speaker) (m/f/d)

We love challenges. We love to build. We love to make things happen. At JUSTROCKET , we're assembling the brightest minds to create exceptional teams and an ecosystem of like-minded and execution-oriented experts. Since 2016, we have been the heartbeat of the tech community in Cluj-Napoca. About the project: The Partner we are hiring for is a fast-scaling PropTech Company with Offices in Munich, Germany and Cluj, Romania. The property management sector is a huge market with more than 18.000 property managers managing over 10 million building units and being responsible for complex workflows. ​Property managers are still missing the key centerpiece to digitize their processes: a state-of-the-art, workflow-oriented, and user-friendly digital operating platform. Some more interesting project facts 💡 The product is in live operations 💡 Document identification via OCR / information categorization / - management 💡 Banking transaction processing/payment 💡 International / cross-border team working closely together 💡 One may influence the product with creative solutions 💡 Take part in the digitalization of an old industry 💡 and many more – let's talk! We are looking for a Team Lead Customer Success/Support who is ready to revolutionize the future of property management with the uniquely simple, fast, and beautiful PropTech solution that we are offering. As part of our customer support team, you will help our customers with their daily work with the project. Your activities will include: ⏩ 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 You shall bring: ✅ 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 Nice to have: ⏩ Background in economics, computer science, business administration, or similar (Bachelor/Master). In case you are interested in the tech part: the project's general tech stack is 🖥 React 🖥 Java (Spring) 🖥 Microservice architecture with Kafka(-streams) 🖥 Docker-based CI/CD processes 🖥 AWS/kubernetes/terraform We provide 💪 Assistance in setting up the project/integrating with the team 💪 Guidance while onboarding 💪 Support in any aspect of your activities 💪 Free choice of hardware 💪 Perks like private health insurance and 7card 💪 Regular team events like a week in a mountain hut 💪 Hybrid work mode (we will empower a flexible hybrid mode forever) 💪 anything you are missing – let's talk! Some final words You will be joining a dynamic and cross-border project team in Cluj, working closely together with product owners, and a development team of developers. If you have any further questions feel free to contact us any time! Looking forward to meeting you for a (virtual) coffee or tea ☕️