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

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. - 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 - 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 - 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