Customer Service & Sales Representative fluent in Danish handling customer inquiries for Stokke, a premium children's product company. Engaging customer support through various channels while meeting sales targets.
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.
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