[Hiring] Customer Support Specialist @Impower GmbH

Role Description

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

Qualifications

• 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

Benefits

• 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
• Hybrid work model with flexible remote options
• 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