Customer Service Team Lead

Instapro Group (MyHammer.de) 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.

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 and engaged team
- 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)
- 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.

**Language**:

- both English and German (required)

Work Location: Hybrid remote in 10587 Berlin