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

Impower; United States; Teletrabalho; USD 45 000 - 65 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Private Health Insurance

Sports programs

Regular team events

Remote working model

Modern equipment

Resumo da oferta

Impower sucht einen Customer Support Specialist, der deutschsprachige Kunden in allen Support-Anfragen unterstützt und komplexe Probleme verständlich erklärt. Sie arbeiten eng mit Produkt- und Engineering-Teams zusammen und tragen zur kontinuierlichen Verbesserung der Plattform bei.

Sie profitieren von einem Remote-Arbeitsmodell, arbeiten in einem internationalen Team und erhalten Zugang zu moderner Ausrüstung sowie zusätzlichen Vorteilen wie Gesundheitsleistungen und regelmäßigen Team-Events.

Qualificações

• Erfahrung im Kundensupport oder in einer kundenorientierten Rolle, idealerweise SaaS oder Tech-Umfeld.
• Ausgeprägte Problemlösungsfähigkeiten und Hilfsbereitschaft.
• Fließendes Deutsch und sehr gutes Englisch in Wort und Schrift.
• Fähigkeit, komplexe Systeme schnell zu verstehen und verständlich zu erklären.

Responsabilidades

• Bearbeiten von Kundenanfragen über Ticketsysteme zuverlässig und zeitnah.
• Unterstützen der Nutzer bei der Anwendung der Software im täglichen Workflow.
• Probleme analysieren und lösen; komplexe Fälle gegebenenfalls eskalieren.
• Klare, professionelle Kommunikation mit Kunden in Deutsch.
• Mithilfe beim Erstellen und Aktualisieren von Hilfedokumenten und Support-Materialien.
• Zusammenarbeit mit Produkt- und Engineering-Teams, um Feedback zu melden.

Conhecimentos

Kundensupport-Erfahrung

Deutsch fließend

Englischkenntnisse

Problemlösungsfähigkeiten

Analytische Fähigkeiten

Eigenständige Arbeitsweise

Ferramentas

Ticketing-Systeme

Help Center Software

Descrição da oferta de emprego

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