CSM Team Lead (f/m/x) - Berlin Office

About us

We are homify - the platform for Home and Living! Whether the right architect or simply inspiration - we offer everything that home lovers need for planning, renovating and decorating their home. More than 100.000 architects, designers and other professionals present their work on our website and acquire new business through homify. Since 2013, we expanded to more than 35 countries worldwide and we continue growing.

All countries are managed from our headquarter in Berlin, but we brought the world into our offices and built a team of more than 100 people with more than 30 different nationalities. We are working in a demanding and fast growing environment facing new challenges every day. Because we share the same goal: we want to build the premier platform for Home and Living across the globe!

What you will be doing

  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Set a clear mission and set in motion strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyse statistics and provide accurate reports
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Maintain an orderly workflow according to priorities

More about you

  • 2-5 years of relevant experience as a Customer Service Manager.
  • Excellent knowledge of management methods and techniques.
  • Proficiency in English.
  • Working knowledge of customer service software, databases and tools.
  • Awareness of industry’s latest technology trends and applications.
  • Ability to think strategically and to lead.
  • Strong client-facing and communication skills.
  • Advanced troubleshooting and multi-tasking skills.
  • Customer service orientation.

What we offer

  • Full-time position with a competitive compensation.
  • Demanding tasks in a fast-growing company with a lot of responsibility.
  • Tremendous possibilities of developing your role and skills within the company.
  • A multi-cultural team including flat hierarchies with open doors to share your ideas and feedback.
  • You will work in a bright modern open office, with plenty of drinks, cereal, and ice-cream.
  • Last but not least, regular company events and meetings where everyone will come together to celebrate success and learn from each other.