• Manage personal injury cases from intake through resolution • Maintain regular communication with clients, attorneys, and medical providers • Request and follow up on medical records, bills, and treatment updates • Track case deadlines, treatment status, and settlement progress • Assist with demand preparation and case documentation • Ensure accurate and timely updates in the case management system

• Manage personal injury cases from intake through resolution • Maintain regular communication with clients, attorneys, and medical providers • Request and follow up on medical records, bills, and treatment updates • Track case deadlines, treatment status, and settlement progress • Assist with demand preparation and case documentation • Ensure accurate and timely updates in the case management system

Role Description Wir suchen einen Customer Support Team Lead (m/w/d), der unser Support-Team im Tagesgeschäft führt und weiterentwickelt. Der Fokus liegt klar auf operativer Führung, Qualität im Support und der Weiterentwicklung unseres bestehenden Teams. In enger Zusammenarbeit mit unserer Head of Customer Care übersetzt du Kundenfeedback, KPIs und Team-Insights in klare Standards, bessere Prozesse und kontinuierliche Verbesserungen. Qualifications - Mehrere Jahre Erfahrung im Customer Support im E-Commerce (D2C / Online-Shop) - Mindestens 2 Jahre Erfahrung in der disziplinarischen Führung eines CS-Teams (3+ Mitarbeiter) - Hands-on Mentalität und regelmäßige aktive Mitarbeit im Support - Sicherer Umgang mit Shopify und gängigen Helpdesk-Tools wie Gorgias, Zendesk oder ähnlichen Systemen - Souveräne Kommunikation auf Deutsch und Englisch - schriftlich wie mündlich - Strukturierte, eigenverantwortliche Arbeitsweise in einem vollständig remote organisierten Team - Gutes Gespür für KPIs, Qualität im Support und pragmatische Prozessverbesserungen Requirements - Leitung eines Remote-Teams von 8 CS-Agenten, die monatlich rund 4.500 Tickets in verschiedenen Märkten bearbeiten - Coaching, regelmäßiges Feedback und Weiterentwicklung der Teammitglieder - Verantwortung für Teamperformance, Recruiting sowie Coaching und Weiterentwicklung von Mitarbeitenden inkl. 1on1 Gesprächen - Sicherstellen eines reibungslosen Tagesgeschäfts (Tickets, Chat, E-Mail) - Aktive Mitarbeit im Support (hands-on Anteil) - Priorisierung von Anfragen und Unterstützung bei Engpässen - Qualitätskontrolle im Support (z. B. Antwortqualität, Kundenzufriedenheit) - Kontinuierliche Verbesserung bestehender Support-Prozesse im Alltag - Enge Zusammenarbeit mit Operations und Marketing bei wiederkehrenden Themen Benefits - Work & Travel: Arbeite bis zu 30 Tage im Jahr aus dem EU-Ausland – Freiheit und Flexibilität im Einklang. - Finanzielle Sicherheit: Wir übernehmen 100 % Zuschuss zur betrieblichen Altersvorsorge. - Gesundheit & Balance: Profitiere von einer EGYM Wellpass Mitgliedschaft für nur 25 €/Monat – für Fitness, Gesundheit und mentale Stärke. - Mitarbeiterrabatte: Exklusive Vergünstigungen auf unsere eigenen Marken und Produkte. - Weiterentwicklung: Jährliches Weiterbildungsbudget, damit du fachlich und persönlich wachsen kannst. - Arbeitsumfeld: 100 % Remote sowie ein flexibler Stundenumfang von 30-40 Stunden möglich. - Kultur: Moderne, werteorientierte Unternehmenskultur mit viel Eigenverantwortung, kurzen Entscheidungswegen und echter Hands-on-Mentalität. - Teamspirit: Regelmäßige Offsites & Teamevents, die Raum für Austausch, Spaß und gemeinsames Wachstum schaffen.

• Manages the day-to-day health of the client relationships within their project portfolio • Ensures customer satisfaction targets are met for in-flight projects • Supports and drives the actions of project team members, with authority to make resourcing decisions, in-line with defined process & protocol and in collaboration with senior leadership • Manages resource allocations and collaborates with the PM and resource managers across the business to ensure the project is staffed for successful, on-budget execution • Serves as the project owner and primary point-person with the client, involved third parties, and other key stakeholders • Stewards and governs the project per defined processes to ensure success and mitigate risks through all phases of the project lifecycle, including scoping & requirement gathering, design, technical delivery, testing, go-live, and transition to post-implementation • Intervenes and escalates with urgency and rigor when encountering a difficult client situation, technical limitation, cost overrun, etc.; course-corrects projects to get them back on plan • Provides consultative guidance and functional and domain expertise (SME) to the client, third parties, and project team • Ensures project delivery meets or exceeds established profitability and efficiency targets • Maintains high standards of data quality to drive service team performance metrics and inform accurate executive reporting • Manages change control and scope creep by partnering with PMs and technical resources to ensure scope increases are estimated, documented, and communicated to clients, and reflected in all project budget calculations. • Serves as Deputy Director in ESC, shaping the project narrative and guiding client engagement and decision-making. • Collaborates with PMs to ensure ESC presentations are strategically crafted, with content finalized and circulated at least 24 hours in advance. • Ensures technical delivery teams proactively provide PMs with accurate dependency details, estimates, and due dates. • Intervenes when issues arise or escalations occur to drive timely corrective actions. • Provides timely, constructive performance feedback, both verbally and in writing, to project team members, sharing insights with their people leaders as needed. • Acts as the primary point of contact for client feedback related to individual performance, proactively addressing concerns or praise. • Informs performance evaluations and calibrations where applicable. • Coordinates and escalates product and development items relating to the projects within their portfolio, in-line with defined processes • Makes decisions on the handling of approved Origami investments within published thresholds • Manages and resolves conflict amongst team members and escalates to people managers as needed • Identifies potential expanded sales opportunities and notifies and coordinates with the account management team • Signs off on resource allocations for their assigned projects. • Reviews and pre-approves project estimates before inception read-outs, and provides recommendations to the Director for final approval • Provides innovative ideas for ongoing continuous improvement and evolution of the delivery model, processes, and professional services organization • Records hours worked in accordance with Origami's time entry policy.