Home › Companies › Impower › Team Lead Customer Support (m/f/d)
Team Lead Customer Support (m/f/d)
Impower · Cluj-Napoca · Remote · Active · Personio
Job facts
| Field | Value |
|---|---|
| Company | Impower |
| Title | Team Lead Customer Support (m/f/d) |
| Normalized title | - |
| Department / team | Customer Support / Festangestellte |
| Location | Cluj-Napoca |
| Work model | Remote / Remote |
| Employment type | Full Time |
| Salary | - |
| Status | active |
| ATS provider | Personio |
| Posted / first seen | 2026-04-20 / 2026-05-30 |
| Changed / last seen | 2026-05-30 / 2026-06-06 |
Related slices
| Page | What it contains | Open |
|---|---|---|
| Company jobs | Active postings from Impower. | Open |
| Company breakdowns | Role, location, ATS, and work model facets for this company. | Open |
| ATS provider jobs | Active postings observed through Personio. | Open |
| Provider filtered search | The same provider as a filtered job collection. | Open |
| Department jobs | Active postings in Customer Support. | Open |
| Work model jobs | Active Remote postings. | Open |
| Lifecycle events | Open, update, close, and reopen events for this posting. | Open |
| Original posting | Canonical source or apply URL captured from the ATS. | Open |
Linked records
| Company | Impower |
| Source | a7a832c9-af4b-4153-9099-cf0388996ac4 |
| ATS provider | Personio |
Description
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
Full job record
| Job ID | 01a4e9129e2e4dedb1112e88bf72762d46c6f463 |
| Org ID | aa92c6f4-b465-4346-b72f-dc37c133d24e |
| Source ID | a7a832c9-af4b-4153-9099-cf0388996ac4 |
| Board ID | a7a832c9-af4b-4153-9099-cf0388996ac4 |
| Provider | personio |
| Provider Job Key | 2606945 |
| Title | Team Lead Customer Support (m/f/d) |
| Normalized Title | — |
| Status | active |
| Active | yes |
| Location Text | Cluj-Napoca |
| Department | Customer Support |
| Team | Festangestellte |
| Employment Type | full_time |
| Workplace Type | remote |
| Remote Policy | remote |
| Country | Cluj-Napoca |
| Region | — |
| City | — |
| Salary Raw | — |
| Salary Min | — |
| Salary Max | — |
| Salary Currency | — |
| Salary Period | — |
| Source URL | https://impower.jobs.personio.com/job/2606945?language=en |
| Apply URL | https://impower.jobs.personio.com/job/2606945?language=en |
| First Seen At | 2026-05-30 06:01:04Z |
| Last Seen At | 2026-06-06 07:49:59Z |
| Last Checked At | 2026-06-06 07:49:59Z |
| Last Changed At | 2026-05-30 06:01:04Z |
| Inactive At | — |
| Source Posted At | 2026-04-20 14:00:42Z |
| Source Updated At | — |
| Raw Payload Uri | s3://job-postings-prod-raw-590183727216/raw/provider=personio/board=impower.com/date=2026-06-06/2026-06-06T07-49-58-169Z-300181b22528256e96264127d7f0f5de3ecbd52b501c87616ef02c908058b750.json |
Event Fields
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{
"id": "2606945",
"name": "Team Lead Customer Support (m/f/d)",
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"createdAt": "2026-04-20T14:00:42+00:00",
"seniority": "experienced",
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"subcompany": "Impower GmbH",
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"jobDescriptions": [
{
"name": "Introduction",
"value": "<span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">At<strong> Impower </strong>we are shaping the future of </span><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;text-decoration:none;\">property management — simple, fast, and digital. </span><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">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. </span><br><br><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">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.</span></span><br><br><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">As a </span><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;text-decoration:none;\">Team Lead Customer Support</span><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">, 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</span></span></span>"
},
{
"name": "Your mission",
"value": "<ul><li><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">Lead, mentor, and develop the Customer Support team in Cluj, fostering a culture of ownership, quality, and continuous improvement</span></li><li><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">Manage day to day support operations, ensuring timely and effective handling of customer inquiries</span></span></li><li><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">Define, track, and improve key support KPIs such as CSAT, response times, and resolution rates</span></span></span></li><li><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">Analyze and optimize support processes (ticketing, escalation flows, automation) to ensure scalability and efficiency</span></span></span></span></li><li><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">Act as the escalation point for complex customer issues, ensuring structured and solution-oriented resolution</span></span></span></span></span></li><li><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">Work closely with Product and Engineering teams to translate customer feedback into product improvements</span></span></span></span></span></span></li><li><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">Drive the development of internal knowledge bases and customer-facing documentation</span></span></span></span></span></span></span></li><li><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\"><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">Ensure clear communication and alignment between the Cluj team and stakeholders across the company</span></span></span></span></span></span></span></span></li></ul>"
},
{
"name": "Your profile",
"value": "<ul><li><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">Several years of experience in Customer Support, ideally in a SaaS or tech-driven environment</span></li><li><span><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">Previous experience leading a team or strong potential to step into a leadership role</span></span></li><li><span><span><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">Strong communication skills in German and English (both required for customer and internal collaboration)</span></span></span></li><li><span><span><span><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">Structured and data-driven approach to problem-solving and process improvement</span></span></span></span></li><li><span><span><span><span><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">Ability to manage operational complexity while maintaining a high standard of service quality</span></span></span></span></span></li><li><span><span><span><span><span><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">Hands-on mindset and willingness to actively support the team when needed</span></span></span></span></span></span></li><li><span><span><span><span><span><span><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">Interest in building scalable support structures in a growing company</span></span></span></span></span></span></span></li></ul>"
},
{
"name": "Why us?",
"value": "<ul><li><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">A central leadership role with direct impact on customer experience and retention</span></li><li><span><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">Opportunity to build and scale a high-performing support team</span></span></li><li><span><span><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">Close collaboration with Product, Engineering, and Customer Success</span></span></span></li><li><span><span><span><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">Flexible work model with a mix of office and remote work</span></span></span></span></li><li><span><span><span><span><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">International and collaborative team environment across Munich and Cluj</span></span></span></span></span></li><li><span><span><span><span><span><span style=\"font-size:12pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;\">Personal development opportunities as the company continues to grow</span></span></span></span></span></span></li></ul>"
}
],
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