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Team Lead Customer Support, German Speaker
JUSTROCKETTeam Lead Customer Support leading the team for a fast-scaling PropTech company. Overseeing daily operations and collaborating with Product and Engineering teams in Cluj-Napoca.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading and developing Customer Support teams, with a focus on optimizing support processes and driving key performance indicators. Proficient in managing operational complexities while ensuring high service quality and effective communication across teams.
Highest-signal resume keywords
Customer Support LeadershipKPI ManagementProcess ImprovementBilingual Communication (German and English)SaaS Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
KPI TrackingProcess OptimizationData AnalysisTicketing SystemsEscalation Management
Soft Skills
MentoringProblem-SolvingCollaborationCommunicationOwnership
Industry Keywords
Customer SupportSaaSTech-Driven EnvironmentContinuous ImprovementScalable Support Structures
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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
Benefits
Comp & perks- 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!