Team Lead Customer Support (German speaker) (m/f/d)

We love challenges. We love to build. We love to make things happen.
At JUSTROCKET, we're assembling the brightest minds to create exceptional teams and an ecosystem of like-minded and execution-oriented experts. Since 2016, we have been the heartbeat of the tech community in Cluj-Napoca.

About the project:

The Partner we are hiring for is a fast-scaling PropTech Company with Offices in Munich, Germany and Cluj, Romania.
The property management sector is a huge market with more than 18.000 property managers managing over 10 million building units and being responsible for complex workflows. Property managers are still missing the key centerpiece to digitize their processes: a state-of-the-art, workflow-oriented, and user-friendly digital operating platform.

Some more interesting project facts

The product is in live operations

Document identification via OCR / information categorization / - management

Banking transaction processing/payment

International / cross-border team working closely together

One may influence the product with creative solutions

Take part in the digitalization of an old industry

and many more - let's talk!

Aufgaben

We are looking for a Team Lead Customer Success/Support who is ready to revolutionize the future of property management with the uniquely simple, fast, and beautiful PropTech solution that we are offering.

As part of our customer support team, you will help our customers with their daily work with the project.

Your activities will include:

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

Qualifikation

You shall bring:

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

Nice to have:

Background in economics, computer science, business administration, or similar (Bachelor/Master).

In case you are interested in the tech part: the project's general tech stack is

React

Java (Spring)

Microservice architecture with Kafka(-streams)

Docker-based CI/CD processes

AWS/kubernetes/terraform

Benefits

We provide

Assistance in setting up the project/integrating with the team

Guidance while onboarding

Support in any aspect of your activities

Free choice of hardware

Perks like private health insurance and 7card

Regular team events like a week in a mountain hut

Hybrid work mode (we will empower a flexible hybrid mode forever)

anything you are missing - let's talk!

Some final words

You will be joining a dynamic and cross-border project team in Cluj, working closely together with product owners, and a development team of developers.

If you have any further questions feel free to contact us any time!

Looking forward to meeting you for a (virtual) coffee or tea