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.
Instapro Group is looking to hire a Customer Service Director on a temporary basis to lead the Customer Service team based in Berlin. This is a fixed-term contract position through the end of July 2026 covering parental leave.
The mission of our Customer Service team is to help our homeowners and tradespeople with issues that they are not able to resolve online through our product, consistent with our mission & our product. Customer Service also executes experiments, before scaling positive results.
You will be in charge of a customer service team starting of approximately 30 employees and you will be responsible for the continuous development of an outstanding Customer Service experience across offline channels (phone, email, chat, etc.), in line with our mission, product promise, brand proposition, and business policies.
You are part of an international company that includes Customer Service teams but also Product, Tech & UX (PTU), Business Support, and Marketing teams. The position is based in the Berlin office, offering a hybrid office/home schedule.
The ideal candidate is highly adaptable and has strong logical and analytical problem-solving skills with a proven track record in Customer Service.
Key Responsibilities
Be responsible for a culture of excellence with a consistent execution of core outgoing call activities and service case handling while enabling an environment with high employee engagement.
Be responsible for change management and communication across the Customer Service team including new initiatives and deployment or programs impacting teams.
Guiding and developing team managers across multiple functional areas to foster their professional growth.
Collaborate with international cross-functional teams including Program Management to deploy new initiatives and programs to support the company strategy
Ensure continuous definition and achievement of goals in terms of capacity planning, performance, productivity and team organization attrition and employee satisfaction.
Ensure effective and efficient day-to-day activities in customer acquisition, customer care and customer retention via dialing activities and service case handling including complex cases.
Oversee resource allocation and drive plans to meet satisfaction and efficiency metrics in Customer Service.
Be responsible for the swift and consistent resolution of complex queries and complaints escalated from team managers.
At least 10 years of business experience
At least 5 years of experience in technology companies
At least 5 years of experience in managing a Customer Service department
Technology/marketplace industry experience
Experience managing teams of at least 20 team members
Strong logical and analytical problem-solving skills
Objective & evidence based mindset & ability to operate within an evidence-based organization
Performs well in a team setting with collaborative inputs and decision making
Able to work independently and to collaborate with international cross functional teams
Motivated to work in a continuously evolving environment
Able to travel a few times a year to our other European offices
Comfortable working in international environments
German language is a plus but not mandatory
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
Hybrid allowance/benefit
Temporary work from abroad policy
Mental health support
Regular team and social events
Further benefits depending on location
Referral bonus
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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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.
