Sherbim ndaj KlientitGjithë Shqipërinë1 javë më parëFull Time
We're hiring: Customer Care Team Lead – Claims | Remote
Are you an experienced customer care professional who enjoys supporting people and solving complex operational cases?
We're looking for a Customer Care Team Lead - Claims to drive day-to-day operations, support our agents, and maintain high standards across quality, SLA performance, and case handling.
WORKING SCHEDULE
- Monday to Friday
- 9:00 AM–5:00 PM
- Remote
WHAT YOU'LL DO
- Lead and support the team through daily operations and complex cases
- Provide guidance on claims, police requests, product liability matters, and investigations
- Support agents with case classification, escalation, and SOP interpretation
- Manage queues, workload distribution, case ownership, and SLA performance
- Review complex and escalated cases, identifying potential risks and process gaps
- Monitor case quality and provide actionable coaching and feedback
- Identify recurring errors and implement corrective actions
- Support training, SOP refreshers, and agent development
- Coordinate with central teams on operational changes, quality, claims, police cases, and escalations
- Handle sensitive or high-risk cases when required
YOUR FOUR KEY AREAS OF FOCUS
Operations • People • Quality • Risk
This role combines hands-on operational support with team leadership. It is not simply about monitoring performance—it is about helping agents make the right decisions, maintaining case quality, and ensuring that every case is handled thoroughly and resolved correctly.
WHAT WE'RE LOOKING FOR
- Fluency in English; German is a plus
- Experience in Customer Care, Customer Support, Claims, Case Management, or a similar environment
- Previous experience supporting, coaching, or leading a team
- Strong decision-making and problem-solving skills
- Experience working with KPIs, SLAs, and quality standards
- Confidence in handling complex cases and escalations
- Excellent communication and stakeholder-management skills
- A coaching mindset and the ability to develop others
- Strong ownership, organization, and attention to detail
- The ability to work independently in a remote environment
If you're a hands-on leader who knows how to support people, protect quality, and keep operations moving, we'd love to hear from you.