Customer Support Specialist – 100% Remote (DE) (m/f/d)

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 our product continues to grow in complexity and usage, high-quality customer support becomes essential. Our users rely on Impower in their daily operations, especially in areas such as accounting, banking, and workflow automation. As a Customer Support Specialist, you support our customers in their day-to-day work with Impower. You help them understand the product, resolve issues efficiently, and ensure a smooth and reliable user experience. At the same time, you work closely with Product and Engineering teams to continuously improve the platform based on real user feedback. Deine Aufgaben Handle customer inquiries via ticketing systems in a structured, reliable, and timely manner Support users in understanding and effectively using our software in their daily workflows Analyze and resolve product-related issues, escalating complex cases when necessary Communicate clearly and professionally with customers in German, ensuring a high-quality support experience Contribute to the creation and maintenance of help center articles, guides, and support materials Collaborate closely with Product and Engineering teams to report bugs and share customer feedback Continuously identify recurring issues and contribute to improving support processes and product usability Dein Profil Experience in customer support or a customer-facing role, ideally in a SaaS or tech environment Strong problem-solving skills and a genuine interest in helping users Fluent or native German and very good English skills (both written and spoken) Ability to quickly understand complex systems and explain them in a simple, structured way Independent, reliable, and well-organized working style Nice to have: background in business, real estate, or basic accounting knowledge Warum wir? A key role in ensuring a high-quality customer experience for a growing product Close collaboration with Product and Engineering in an international team Structured onboarding into product, processes, and industry Remote working model Modern equipment with free choice of hardware Office in central Cluj with a collaborative and supportive environment Additional benefits such as private health insurance, sports programs, and regular team events