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

Why roadsurfer?

• TEAM SPIRIT & TEAM EVENTS:Look forward to a friendly atmosphere with flat hierarchies, lots of fun, and great team spirit, as well as regular team events like group sports sessions, pizza & beer nights, and more.
• FLEX WORK & WORKATION:Enjoy flexibility in working hours with our Flex Work Policy, allowing you to alternate between office days and home office days, and even work for one month per year from anywhere in Europe.
• PERSONAL DEVELOPMENT:We support your personal and professional growth through an individual growth plan and our in-house academy.
• CAMPER BUDGET:You’ll receive an annual free rental for our campers, so you can experience the #happyroadsurfing lifestyle yourself.
• JOB BIKE:Stay fit with our job bike offer.
• DISCOUNTS:Take advantage of our corporate benefits platform, the Travel Industry Card, and family & friends discounts.
• THE PLACE TO BE:Enjoy a beautiful, bright office equipped with everything your heart desires, including a ping pong table and foosball.
• OFFICE DOGS:Dogs are more than welcome at our office!

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.

The Role - Your Passion

• 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.

What You Need To Surf The Wave With Us

• 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.

Ready to surf?

We look forward to receiving your application! If you have any questions, feel free to contact our recruiter Lena at [email protected] anytime.

ABOUT #ROADSURFER

We are more than Europe's largest campervan rental company. In 2021 we launched our platform roadsurfer spots in addition to our other products rent, abo and sales – a platform where you can discover and book unique camping spots. But that’s only the beginning. We are growing fast, so hop on board and join us on our journey. The roadsurfer philosophy is simple: rent an RV, start your adventure, be happy. Come ride the wave with us!