Customer Support Team Leader

About SINGU At SINGU, we’re redefining how the world’s most ambitious real estate companies run their operations. Our mission is to become Europe’s leading platform for managing warehouse, logistics, retail, and multi-site commercial real estate portfolios — empowering our Clients to protect revenue, boost efficiency, and unlock new value across every aspect of their business. Our unified CAFM platform already powers the daily operations of over 250 million m² of real estate worldwide, supporting more than 500,000 professionals. Following our union with the UK’s Micad and Germany’s net-haus, we now help manage 100,000+ buildings across 35+ countries — and we’re just getting started. Backed by a leading growth equity investor, we’re scaling rapidly and partnering with global leaders such as Prologis, ECE, CTP, Hillwood, Logicor, GLP, and Unibail-Rodamco-Westfield. As we continue to grow through strategic acquisitions and bold innovation, we stay true to our core values: adaptability, collaboration, and client focus. If you’re ready to help build Europe’s leading platform for property operations — and make a tangible impact on how the real estate industry works — join SINGU and be part of this transformation. ABOUT THE ROLE We're building out our Customer Support function and need someone who can lead from the front. This isn't a role for someone who wants to manage a steady-state team. We're growing fast, our customer base is becoming more international, and the person in this role will have a real impact on how support scales with us. You'll own the team, the tools, and the numbers. That means setting the direction, running the day-to-day, and being the person internally who keeps pushing the bar higher on customer experience. We use AI tools actively in our support workflows and expect this person to drive that forward, not just maintain what's already there. This is a hybrid position, based in Cracow – 2-3 times from office per week. WHAT YOU'LL BE DOING: - Lead and grow the Customer Support team: hire, coach, and build a culture of ownership over outcomes, not tickets. - Own Intercom end-to-end: configuration, workflows, automation, and integrations that match how we actually work. - Set the standard for our knowledge base: spot gaps and keep it in step with product changes (day-to-day upkeep sits with a dedicated owner). - Document internal support processes clearly enough that any new hire is independent from day one. - Bring AI into the workflow: automated tagging and routing, AI-assisted replies, chatbots for repetitive queries, smarter triage. - Build the reporting layer from scratch: define the metrics, build the dashboards, and tell leadership what the data means. - Own the core KPIs: CSAT, FCR, response and resolution times, SLA adherence, volume trends, backlog health. - Automate support workflows so the team spends time on customers, not admin. - Run daily ticket flow and step in personally on escalations that need it. - Partner with Implementation, Technical Account Management, and Hardware so nothing falls between the cracks. - Get the team ready for international customers: processes, communication standards, the works. WHAT WE'RE LOOKING FOR: - 3+ years in Customer Support, with hands-on experience leading or building a team, not just supervising one. - Deep Intercom knowledge as an admin: configuration, automation, reporting. Jira experience required. - Practical experience using AI in support: chatbots, AI-assisted replies, automated classification – and a clear view on where they help and where they don't. - Genuinely comfortable with data: building reports, spotting patterns, presenting findings. Basic SQL is a plus. - Strong communicator across customers, your team, and leadership. - Fluent English (C1/C2) and Polish. Other languages are a bonus. - Organised and able to keep multiple threads moving without losing track. - Comfortable in a scaling environment: you make good calls with incomplete informatio