(Operational) Teamlead Claims (m/f/d)

The role in a few words

• You know that a well‑run claims process is not just a back‑office function. It's a direct signal of how seriously a company takes its customers.

• As Teamlead Claims at roadsurfer, you take an established function and make it sharper: better processes, stronger metrics, a more capable team, and tighter collaboration across departments.

• You close the gap between where the claims operation is today and where it needs to be, turning reactive case handling into a proactive system that keeps getting better.

Responsibilities

• You challenge and redesign existing claims processes to make them more scalable, efficient, and customer‑focused.

• You lead and develop your team, creating an environment where people are growing and motivated, not just getting through their queues.

• You own the KPI framework and the reporting, using data to drive real improvements rather than just tracking what already happened.

• You personally handle the most complex and escalated cases, making sure even the toughest situations are resolved clearly and professionally.

• You work with Customer Service, Quality Assurance, and Product Management to find the root causes of recurring claims and fix them at the source.

• You work closely with senior leadership to shape the direction of claims management at roadsurfer and how the function develops over time.

Qualifications

• You have solid experience in claims management, customer service, or a comparable role, ideally in a service or product environment.

• You are comfortable with data and can use it to steer processes, spot trends early, and make a case for change.

• You communicate in a solution‑oriented way.

• You handle difficult customer situations with empathy and professionalism without losing clarity or accountability.

• Ideally you have led a team before and understand the difference between managing tasks and actually developing people.

• You think in systems. Every claim is also a signal pointing to something bigger.

Your Contract

• Working hours: We are available for our customers Monday to Sunday, 08:00‑20:00. Your time off matters to us, which is why we focus on early shift planning and try to accommodate individual preferences wherever we can.

• Location: Working from home is possible, but we look forward to seeing you in our office 2‑3 days per week.