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.
Join Instapro as a Customer Service Team Manager!
About Us: Instapro is seeking a dynamic Customer Service Team Manager to manage our dedicated Customer Service Team in Amsterdam.
It is our goal that as many jobs as possible are carried out professionally. Whether it concerns a renovation, a maintenance job or a repair. We do this by connecting homeowners and tradespeople in a simple way. The Customer Service team plays a crucial role in this; our mission-driven team is committed to empowering homeowners and tradespeople, ensuring they make the most of our platform. Join us in making a real difference and pioneering new ways to enhance our services.
Role Overview: As a Customer Service Team Manager, you'll be the driving force behind your team's success while being part of an international organisation working alongside departments like Product, Tech & UX, Business Support and Marketing.
Your team will support homeowners and tradespeople by resolving issues that can’t be addressed through our online platform. Additionally, proactive outbound calls are made to ensure our customers have the tools and guidance they need to thrive on our platform.
You’ll work closely with a Director who will equip you with the guidance and resources to succeed in your role.
If you’re energised by a dynamic, fast-paced environment where each day offers fresh challenges, and you’re eager to be part of an international company, we’d be thrilled to welcome you to our team as a Customer Service Team Manager!
Key Responsibilities:
Performance Excellence: Monitor and enhance team and individual performance, ensuring adherence to processes and policies to build a high-performing, engaged team.
Clear Communication: Effectively communicate direction and goals, providing context and data to help your team understand the company's vision.
Talent Management: Oversee hiring, training, and retaining top talent within your team, ensuring optimal team composition. Support your team members' personal development through coaching and training, inspiring them to achieve business goals.
Continuous Improvement: Provide regular feedback and implement action plans, also following a quality assurance program, at both team and individual levels to maintain a best-in-class organisation.
Insightful Analysis: Leverage data to draw actionable insights, develop effective plans, and share valuable information with your team and leadership to achieve productivity and quality goals.
Collaborative Projects: Work with cross-country stakeholders to support new campaigns and processes.
Dynamic Change Management: Initiate and manage change within your team and across the department.
Core Values Advocate: Promote and embody Instapro’s core values and policies.
Performance Reporting: Monitor and evaluate team performance and provide regular updates to senior management on key metrics and progress toward goals.
Target Achievement & Pressure Management: Ability to consistently meet performance targets and manage responsibilities in a fast-paced environment, while maintaining a positive team morale and good productivity.
Language Proficiency: Fluency in both English and Dutch languages is essential for effective communication with diverse stakeholders. Exceptional verbal and written communication skills, with the ability to convey information clearly, provide constructive feedback, and engage with diverse teams and stakeholders.
Experience: A minimum of 5 years of business experience, 3+ years in technology companies with at least 3 years of experience managing a Customer Service team of up to 10 members.
Technical Proficiency: Familiarity with tools and platforms such as Salesforce, Google Suite, and Slack is highly desirable, with a willingness to quickly learn new systems and software as needed.
Adaptability and Flexibility: The ability to thrive in a fast-paced, continuously evolving work environment, and adapt to changing business needs and priorities.
Emotional intelligence: Ability to manage emotions, build positive relationships, navigate conflict, and maintain a professional demeanour in various situations.
Leadership & Feedback: Regularly communicate expectations, goals, and feedback to team members. Actively address concerns, resolve issues, and create an environment of open communication.
*Experience in the technology/marketplace industry is a plus.
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 (including holiday allowance depending on experience)
Enjoy the benefits of hybrid working, with the option to work from home (including a home office allowance) and spending at least 2 days in the office each week
Build relationships across different levels and departments, working cross-functionally and internationally.
Participation in a pension scheme
Additional training and coaching support through OpenUp
Personal development according to a structured Competency Framework
Travel allowance depending on location
Regular team outings and office 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.
or
Your application has been successfully submitted!
You need to be based in one of our office locations or be willing to relocate to one of them.
We have a hybrid-work model, 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 to come to the office more regularly. You can have a look at what locations we are active in via the button below.
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.
Our interviewing processes can differ slightly depending on the department. The three steps that are consistent for every vacancy are a talk with the hiring manager at the beginning, a team interview in the middle, and an elevator interview at a later phase of the process. The best way to prepare for an elevator interview is to go over our values.
