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Customer Service Team Lead (m/f/d)

Berlin, Berlin, GermanyOperations

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 currently seeking a Customer Service Team Lead to join our Operations team. The primary focus of the role is the management of our Customer Service team, which is responsible for core and new test campaigns with the objective to promote our product and ensure customer satisfaction.

As a Customer Service Team Lead, you will be managing day-to-day activities associated with operations campaigns. Monitoring and managing a team of 5-10 Customer Service Representatives is an integral part of your role. You will be responsible for developing a high-performing team that achieves both qualitative and quantitative KPIs. Our Team works Monday to Friday (no shift work).

Your role includes the following:

  • Monitor the performance of your team and every individual and ensure that processes and policies are applied as per standards. Your responsibility is to build and lead a high-performing team that is highly qualified in both inbound and outbound call activities, chat and email communication

  • Communicate direction and goals. Ensure that a high level of knowledge about the product and other key information are continuously shared with the team

  • Provide coaching and regular performance feedback to your team. You create action plans at both individual and team level, to set a best-in-class organization

  • Lead quality assurance programme by creating a culture of consistent feedback and learning

  • Support the deployment of new campaigns and processes, in collaboration with the European support team

  • Work closely with the European support team to optimize continuously ongoing operations campaigns, processes and policies

  • Promote and create adoption of company core values and policies

Job requirements

  • 3+ years of experience with proven track record in Customer Service team management (5 to 15 employees)
  • Experience in leading teams that have both outbound and inbound call responsibilities is a strong plus
  • Strong organizational and analytical skills

  • Excellent verbal and written communication skills in both German and English

  • Experience working cross functionally and ability to collaborate with an international team

  • Flexibility and adaptability are traits you highly associate with. Working in a continuously evolving environment motivates you

  • Ability to travel twice a year to our other European offices

  • Experience working with CRM tools (Salesforce)

  • Hybrid working model: availability to come to the office

  • Experience in Change Management

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 the space to be your best self.

These are the benefits you'll enjoy:

  • Highly competitive salary package

  • 28 days paid holiday

  • Hybrid work environment

  • Pension scheme

  • Eligibility to receive stock appreciation rights

  • Mental health support via OpenUp

  • Public transport subsidy

  • Lunch allowance

  • Regular team events

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 and yes.

For applicants relocating to our German or Dutch offices, we provide financial relocation assistance and step-by-step guidance to support you in your relocation journey.

We also provide visa sponsorship for our German and Dutch offices. Currently, visa sponsorship for the French office is not possible.

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.