Team Lead Customer Support (m/f/d)
Core
Lead and optimize the Customer Support team in Cluj to ensure high-quality, efficient support for property management software users.
Role type
Team Lead Customer Support
Builds
Scalable support processes, knowledge bases, and documentation for a SaaS product
Domain
PropTech / SaaS
Required skills
Team leadership, operational management, KPI tracking, process optimization, stakeholder communication, technical problem-solving
Preferred skills
SaaS experience, hands-on support experience, building scalable structures
Technologies
Ticketing systems, automation tools
Responsibilities
Lead and mentor the support team, manage daily operations, define and track support KPIs, optimize support processes, act as escalation point for complex issues, collaborate with Product and Engineering, develop internal knowledge bases
Seniority
Mid-Senior, hands-on IC with leadership responsibilities
