Customer Service Team Lead (German-speaking)

You want more than just a job? Then you've come to the right place!
At GoStudent, you actively shape how students - and the adults of tomorrow - learn and grow. To strengthen our operations for our physical learning centres in Germany, we are now looking for an experienced Customer Service Team Lead to guide, develop, and inspire our German-speaking support team.

Location
Istanbul (hybrid) or Türkiye (remote)

Office address in Istanbul: Just Work Meydan İstanbul AVM, Balkan Cd. No:62, 34770 Ümraniye/İstanbul

Your role on our mission:

As a Customer Service Team Lead, you are the bridge between strategy and execution. You ensure operational excellence while empowering your team to deliver outstanding customer experiences.

Lead & Inspire

• Manage, coach, and develop a team of Customer Service Specialists supporting our learning centres in Germany
• Foster a performance-driven, positive, and collaborative team culture
• Conduct regular 1:1s, performance reviews, and feedback sessions

Drive performance

• Monitor KPIs such as conversion rate, appointment arrival rate, and service quality
• Identify trends, risks, and improvement opportunities and proactively act on them
• Support your team in achieving and exceeding targets

Operational excellence

• Ensure smooth handling of inbound and outbound calls, follow-ups, and customer journeys
• Act as an escalation point for complex customer cases
• Optimize workflows and processes in collaboration with stakeholders

Stakeholder collaboration

• Work closely with Operations and Management teams
• Support onboarding and ramp-up of new team members
• Contribute to projects and continuous improvement initiatives

Your impact will be measured by:

• Team performance against KPIs and targets
• Customer satisfaction and service quality
• Team engagement, development, and retention
• Operational efficiency and process improvements

What you will bring:

• Native-level German - You communicate confidently and professionally with German-speaking customers and stakeholders

• Good level of English - You can communicate effectively with internal stakeholders.

• Leadership experience (3-5 years) - Proven experience leading customer service, sales, or call center teams

• Strong coaching mindset - You develop people through feedback, motivation, and support

• Performance-driven approach - You understand KPIs and know how to translate data into action

• Excellent communication skills - Clear, empathetic, and solution-oriented

• Customer-centric mindset - You balance business goals with great customer experiences

• Organizational strength - You manage priorities, people, and processes effectively

Unser Weg, dein volles Potenzial zu entfalten:

• Flexible working - Remote within Turkey or hybrid from our Istanbul office

• Career growth - Clear development paths with our Spark! Growth & Development Program, mentorship opportunities, and LinkedIn Learning access

• Work smart, play hard- Team events, celebrations, and a supportive, people-first culture

Openness Statement

We value your unique skills and passion. We don't hire based on age, gender, nationality or political opinion - we value your talent and motivation. Even if you're a unicorn - just like GoStudent: do you believe in having a positive impact? Then apply, even if you don't meet all the requirements. Diversity makes us more creative, more innovative and stronger.Want to find out more? Then visit our career page "who we are"!

If you are ready to rethink education with us, develop yourself in an ambitious team and have a real impact - then apply now!

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