Customer Care Team Lead – Claims | Remote
Commercey
/job-details/10476
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.
APPLY NOW AND JOIN OUR TEAM
Send your CV to: hr@commercey.co
Phone/WhatsApp: +355 68 80 00 815
For more information, visit:
https://commercey.co
https://pmable.co
#WeAreHiring #TeamLead #CustomerCare #CustomerSupport #Claims #CaseManagement #Leadership #GermanSpeaking #RemoteJobs #RemoteWork #Hiring #Careers
APPLICANT PRIVACY NOTICE
Personal data contained in submitted CVs and application materials will be processed solely for recruitment and candidate-assessment purposes. Access will be limited to authorized personnel, and the data will be retained only for as long as necessary for the recruitment process and any applicable legal requirements, after which it will be securely deleted.
Applicants may request access to, correction, restriction, or deletion of their personal data, or object to its processing, by contacting hr@commercey.co.
Personal data will be processed in accordance with Albanian Law No. 124/2024, “On Personal Data Protection,” which is aligned with the EU General Data Protection Regulation (GDPR), and with the GDPR where applicable.
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.
APPLY NOW AND JOIN OUR TEAM
Send your CV to: hr@commercey.co
Phone/WhatsApp: +355 68 80 00 815
For more information, visit:
https://commercey.co
https://pmable.co
#WeAreHiring #TeamLead #CustomerCare #CustomerSupport #Claims #CaseManagement #Leadership #GermanSpeaking #RemoteJobs #RemoteWork #Hiring #Careers
APPLICANT PRIVACY NOTICE
Personal data contained in submitted CVs and application materials will be processed solely for recruitment and candidate-assessment purposes. Access will be limited to authorized personnel, and the data will be retained only for as long as necessary for the recruitment process and any applicable legal requirements, after which it will be securely deleted.
Applicants may request access to, correction, restriction, or deletion of their personal data, or object to its processing, by contacting hr@commercey.co.
Personal data will be processed in accordance with Albanian Law No. 124/2024, “On Personal Data Protection,” which is aligned with the EU General Data Protection Regulation (GDPR), and with the GDPR where applicable.
