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Senior Customer Service Manager (Dutch speaking)

Amsterdam, Noord-Holland, NetherlandsOperations

Hi from the Instapro Group 👋🏼

We're the technology company behind a home services revolution. Our mission is to help tradespeople get the work they want and homeowners hire the tradespeople they need.

At Instapro, every team member’s perspective and experience advances our mission. We are committed to creating a workplace that reflects the communities we serve. We work hard to mitigate biases in our recruitment process and foster a welcoming and inclusive environment.

Job description

Instapro Group is looking to hire a highly adaptable and data-driven Senior Customer Service Manager to lead and grow a Customer Service team supporting the Dutch & Italian markets.

The mission of our Customer Service is to provide help when it is too complex for the product to provide online solutions.

You will be in charge of a customer service team with about ~20 employees, overseen by 2 team leads. You are part of an European team that includes Customer Service leaders located in France, Germany, and the UK. This position is based in the Amsterdam office, offering a hybrid office/home schedule. Reporting directly to the Chief of Service Officer, you will play a key role in managing and coordinating the customer service functions.


Your role includes the following: 

  • Be responsible for the continuous development of an outstanding customer service experience across offline channels such as phone & email

  • Be responsible for a culture of excellence with a consistent and disciplined execution of core outgoing call activities and service case handling

  • Be responsible for change management and communication across the Customer Service team including processes and procedures strict execution

  • Collaborate with Program Management and European cross-functional teams to deploy new initiatives and tests to support the company strategy

  • Ensure continuous definition and achievement of goals in terms of capacity planning, performance, productivity and team organisation including recruitment, attrition and employee satisfaction

  • Ensure effective and efficient day-to-day activities in customer acquisition, customer care and customer retention via dialling activities and service case handling including complex cases

  • Oversee resource allocation and drive plans to meet satisfaction and efficiency metrics in Customer Service

  • Guiding and developing Team Leads across multiple functional areas to foster their professional growth


Job requirements

  • Completed university degree and/or 5-10 years of experience with a proven track record in managing Customer Service team leads

  • Fluent in English

  • Dutch as a mother tongue

  • Strong Analytical skills

  • Proactive problem solver, able to work independently

  • Strong organization and time management skills

  • Good verbal and written communication skills

  • Performs well in a team setting with collaborative inputs and decision making

  • Be able to collaborate with an European cross functional team

  • Motivated to work in a continuously evolving environment

  • Able to travel a few times a year to our other European offices

  • Able to come to our Amsterdam office 2-3 times per week


Why you’ll enjoy working at the Instapro Group

You can make an Impact. Joining Instapro Group is an opportunity to help crack the code in one of the last big industries to become digital-first. We’re leaders in our markets, yet small enough for everyone to make a real difference.
We care. We don’t believe in one size fits all. Whether it’s flexibility in your working hours, your location, or opportunities to advance and grow, you’ll find a supportive and open culture designed to help our team members thrive.

These are the benefits you'll enjoy:

  • Highly competitive salary package

  • Hybrid work environment

  • Eligibility to receive stock appreciation rights

  • Generous hybrid allowance

  • Pension scheme

  • Mental health support via OpenUp

  • Training support

  • Travel allowance depending on location

  • Regular team events

  • On-site fitness studio


These are the values that guide everything we do:

  • We put integrity first. We are authentic, transparent and respectful.
  • We are all stewards. We are stewards of the company on behalf of all stakeholders.
  • We follow the evidence. We are objective, evidence-based and pragmatic in our decision-making.
  • We never stop learning. We are open-minded and curious.
  • We win together. We collaborate and earn trust with our colleagues.
  • We are inclusive. We are committed to building a diverse and inclusive company.

Read our values in full here

Interested in applying? Submit your application below and we will get back to you.

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Good to know...

Do you offer remote work?

You need to already be based in one of our office locations or be willing to relocate to one of them.

We have a hybrid-work policy, which means that it’s up to you whether you prefer to work onsite or feel more comfortable working from home. However, in some roles, we might be looking for people living in the same region. You can have a look at what locations we are active in via the button below.

Do you offer a relocation package and visa sponsorship?

Yes.

For applicants relocating to our German or Dutch offices, we provide relocation support to help you in your relocation journey.

How should I prepare for an interview?

Please go through the job description once again and be ready to ask your questions to help yourself better understand if our environment matches your expectations.

You can visit Instapro Group's other web spaces, such as our LinkedIn page, to get a feel for our vibe.

What does an interviewing process generally look like?

Our interviewing processes can slightly differ depending on the department. The three things that are consistent across every process are a talk with the hiring manager in the early phase of the process, a team interview in the middle, and a culture interview at a later phase of the process. To find out more about our cultural values, you can click here.