Customer Service, Team Lead (HomeStars)

Instapro Group, an Angi partner, is comprised of Europe & Canada's leading building & home trades marketplaces; Homestars is the Canadian brand, based in Toronto. Instapro Group is looking to hire a Customer Service Team Lead to join the Instapro.com Customer Service team.

In this role, you will manage a team of approximately 5-10 people to support the launch of our business in a new market. As we continue to grow, we anticipate expanding the team in the near future. Your team will assist homeowners and tradespeople with issues that cannot be resolved through our online platform. Additionally, your team will make proactive outbound calls to help our customers succeed on our platform. You'll report to a Senior Director, who will provide the guidance and resources needed to excel in your role. The ideal candidate has strong communication and problem-solving skills and a collaborative mindset. If you thrive in a fast-paced environment where every day brings new challenges and if you are interested in working in an international company, we’d love to have you on our team.

This hybrid role allows you to split your time between working at home and at our HomeStars office in Toronto.

What you’ll do

• Monitor and enhance team and individual performance, ensuring adherence to processes and policies to build a high-performing, engaged team.
• Lead a quality assurance program, fostering a culture of continuous feedback and learning.
• Effectively communicate direction and goals, providing context and data to help your team understand the company's vision.
• Support your team members' personal development through coaching and training, inspiring them to achieve business goals.
• Oversee hiring, training, and retaining top talent within your team, ensuring optimal team composition.
• Provide regular feedback and implement action plans at both team and individual levels to maintain a best-in-class organization.
• Leverage data to draw actionable insights, develop effective plans, and share valuable information with your team and leadership to achieve productivity and quality goals.
• Work with cross-country stakeholders to support new campaigns and processes.
• Promote and embody Instapro’s core values and policies.

Who you are

• 6+ years of business experience.
• 3+ years of experience in technology companies
• 3+ years of experience managing a Customer Service team of up to 10 members
• Familiarity with tools such as Salesforce, Looker, Google Suite, and Slack is desirable.
• Strong verbal and written communication skills, with the ability to convey goals and feedback clearly and effectively.
• Demonstrated ability to inspire and support team members in achieving individual and team objectives
• Willingness to learn and adapt to dynamic changes
• Ability to manage multiple tasks, prioritize effectively, and stay organized in a fast-paced environment.
• Eagerness to learn and contribute to a culture of continuous improvement and high performance.
• Able to come to our office up to 2 days a week at some point

Why you'll enjoy working at the Instapro Group

Canadians spend over $70B annually on their homes – whether it’s major renovations, or small repairs and maintenance work. This journey often starts by finding the right contractor. HomeStars is the leading platform in Canada, helping homeowners with their home renovation needs by allowing them to search our database of companies and hundreds of thousands of reviews. Every month over half a million homeowners visit HomeStars to research and connect with the best rated home professionals near them. Home Professionals advertise on HomeStars to tell their story, and grow their business with highly qualified connections.

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.

Perks & Benefits

• Highly competitive salary package that ranges from $75,000 - $82,000 commensurate with experience and performance. Compensation may vary based on factors such as cost of living. 
• Hybrid work environment
• Work/life balance (this role is Monday through Friday)
• Health Benefit plans and Mental health support
• Ongoing training and development to help you succeed

The 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.

We are an equal opportunity employer and do not discriminate based upon race, religion, colour, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.