Team Lead Customer Support (m/f/d)

Introduction 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 Your mission 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 Your profile 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 Why us? 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