Team Lead Claims - Pet Insurance (m/w/d)

Are you ready to make a significant impact in the world of pets? Then join Lassie, an InsurTech company that has conquered the German, Swedish, and French markets. We have recently received 75 million US dollars in a Series-C funding round and our mission is to be the best pet insurance provider on the market. Our goal? Ensure that every furry friend receives the care they deserve, and pet parents don't have to worry about financial burdens.

As we continue to expand, we are looking for a Team Lead (m/w/d) for our claims team in Germany. If you're ready to embark on an adventure with us and help revolutionize the pet insurance market, we'd love to hear from you!

The position will be based at our location in Berlin. You will have the opportunity to work hybrid – partly in the office and partly from home. You will report directly to our Head of Customer Success & Claims.

Tasks

As Team Lead Claims (m/w/d), you will inspire your team every day and motivate them to live Lassie's values. You will manage, coach, and support the team to achieve operational goals and provide excellent customer service. Your tasks:

• You will foster team development, increase performance, and implement optimizations.
• You will ensure efficient and fast processing of claims notifications.
• You will support the recruitment process, including onboarding and training of new team members.
• You are responsible for the professional development of the team through coaching and training initiatives.
• You will ensure timely solutions to customer inquiries and simultaneously maintain high quality and compliance standards.
• You will monitor customer interactions across various channels, including the processing of complex cases and complaints.
• You will conduct quality control checks and provide feedback for continuous optimization.
• You will work with other departments to continuously improve our products and services.
• You will stay up-to-date with market trends and competitor activities to inform strategic decisions.
• You will provide valuable input to our general insurance terms and develop procedures and guidelines for fraud detection.

Requirements

• Experience in customer service or claims regulation.
• Strong leadership and team development skills.
• Excellent communication and problem-solving skills.
• The ability to process complex claims and provide clear instructions.
• You are structured and efficient, with a strong focus on task completion.
• You are a doer who can manage tasks and priorities effectively.
• You have very good German language skills in writing and speaking and can also communicate in English.

Benefits

• The opportunity to be part of a dynamic company in an early growth phase.
• A flexible, friendly, and dynamic company culture.
• An international work atmosphere with plenty of room for design and short decision-making paths.
• The joy and enthusiasm of working with a unique product that makes the world a little better.
• A hybrid work model combining office and home office work.
• Deutschlandticket or Urban Sports Club.
• Afterwork and team events.
• Pets in the office are, of course, welcome 🐶

We are an equal opportunities employer and value diversity in our company. We do not discriminate based on ethnic origin, religion, nationality, gender, sexual orientation, age, family status, or disability.

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