Hybrid Team Lead, Customer Care Fraud

at MILES

• Job title: Team Lead, Customer Care Fraud
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Berlin, Germany

About the role

• Team Lead Fraud managing a team of fraud specialists at MILES. Driving operational responsibility and quality service delivery in fraud prevention and handling.

Responsibilities

• You lead and develop the Fraud team (approx. 5–7 Fraud Specialists) with a clear focus on a feedback culture, performance and individual growth.
• You take on all classic team lead responsibilities: resource planning, KPI tracking, 1:1s, goal setting and structured feedback — and you are regularly present in the Berlin office.
• You monitor ticket quality, backlog and team efficiency and initiate proactive measures when deviations occur.
• You work closely with the other 2nd-level Team Leads and maintain a constructive partnership with 1st-level Team Leads to ensure smooth handovers, shared responsibility and mutual learning.
• You collaborate closely with other teams such as Product, Legal, BI, Claims and 1st Level to identify recurring fraud patterns, reduce ticket volume and implement scalable cross-functional solutions.

Requirements

• Proven experience as a Team Lead or People Manager in Customer Service or Operations, ideally in a fast-paced digital environment.
• Strong leadership skills with a focus on team development, structured feedback and building high-performing teams.
• Excellent organizational skills — you know how to set priorities, think holistically about processes and reliably bring tasks to completion step by step.
• Experience with support tools (e.g., Zendesk) and a data-driven mindset to make performance measurable.
• Excellent communication skills in German (native level) and English (fluent), both written and verbal.
• Motivation and curiosity to improve and structure fraud processes.

Benefits

• Mobility: Choose between monthly MILES credits or a Deutschlandticket (public transport pass).
• Fitness: Benefit from a discounted Urban Sports Club membership for your physical and mental well‑being.
• Discounts: Gain access to over 1,500 partners offering discounts on sneakers, theatre tickets and much more.
• Home office: Enjoy the flexibility to work from our Berlin office and from home.
• Pension: Secure your financial future with our attractive retirement plan.
• Personal development: We place great value on personal growth through knowledge sharing and training opportunities (supported by our HR team and Team Leads).
• Social impact: We allocate a portion of our revenue to support regional social projects, actively contributing to the well‑being of society and the environment.