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About the Role
As a Team Lead Customer Success (m/f/d) at InStaff, you will lead the Customer Success team in both technical and disciplinary aspects, ensuring excellent customer service, high customer satisfaction, and retention. You will be closely involved in operations, understand customer processes firsthand, and continuously improve structures and standards based on practical experience.
Responsibilities
- Lead the approximately 8-member team of Junior, Mid-Level, and Senior Customer Success Managers and Backoffice staff both technically and disciplinarily, maintaining close daily contact.
- Actively participate in daily operations, independently handle customer inquiries and accounts, and step in during bottlenecks such as high volume, illness, or weekend/holiday shifts.
- Serve as the first escalation point for complex and critical customer cases and be responsible for the team's key KPIs.
- Continuously ensure service quality through regular ticket/call reviews, spot checks, and targeted coaching for quality deviations.
- Manage the team's shift planning and organization, ensuring availability from 8 AM to 10 PM, 7 days a week, including weekends and holidays.
- Oversee customer segmentation and account allocation within the team, coordinating closely with Account Management and Sales for a seamless customer experience.
- Be responsible for the team's onboarding, coaching, and professional development, and participate in recruiting and personnel planning.
- Define specific goals for the team and individual team members in collaboration with management, ensure their achievement, and regularly report on progress, risks, and operational challenges.
Requirements
- Several years of experience in Customer Success/Support, Account Management, or customer service.
- Experience in the technical and disciplinary leadership of teams and in employee development.
- Demonstrable success in managing customer satisfaction, customer retention, and service quality using clear KPIs.
- Entrepreneurial mindset, taking ownership of team results, and ability to make clear decisions and consistently implement initiatives in a dynamic environment.
- Strong hands-on mentality with a desire to stay close to daily operations while systematically and sustainably developing structures and processes.
- Data-driven approach with experience in KPI management and deriving concrete actions from operational metrics.
- Confident communication with employees, customers, and management, acting clearly and solution-oriented even in critical situations.
- Native or near-native German language skills (min. C2) and good English skills (min. B2).
Skills
- Customer Success
- Customer Support
- Account Management
- Team Leadership
- KPI Management
- Coaching
- Recruiting
- Personnel Planning
- Shift Planning
- Customer Segmentation
- Data Analysis
Location
- Berlin
Work Type
- Full-time
- Hybrid
Experience Level
- Several years of experience
Salary/Compensations
- Performance-oriented pay with direct participation in the success of your work
Benefits
- 30 days of vacation per year
- Individual career paths with clear training and advancement opportunities
- Bright, spacious office in the heart of Berlin
- Flexible home office policy
- Modern equipment (MacBook Pro, external monitor, keyboard, laptop stand, etc.) for home office and office
- 500 EUR budget for home office setup
- Free lunch twice a week
- Fresh fruit in the office
- Professional guidance, insights, and onboarding into various topics, tasks, and internal processes
- Short decision-making processes and a lot of responsibility
- A focused company with high customer and employee satisfaction
- A relaxed yet demanding and supportive work atmosphere
About the Company
- InStaff & Jobs GmbH was founded in February 2014 and provides personnel for temporary assignments throughout Germany.
- For over 10 years, we have enabled companies to book staff quickly and legally - simply, digitally, and efficiently.
- Over 17,300 customers have booked staff through InStaff.
- Our platform features over 123,000 verified and interviewed personnel profiles, allowing us to fill jobs in various sectors precisely.
- Our quality is reflected in our ratings: Over 5,900 customer reviews with an average of 4.9 stars (eKomi) and over 825 employee reviews with 4.8 stars (Google).
- We are seeking talented and ambitious employees in various areas to secure our continued growth.