Copyright Agent is a legal tech scale-up in rapid development and is looking for a Head of Case Management and Customer Success (HCMS) to lead our case management team. We're a vibrant scale-up of around 25 talented people with various backgrounds and origins who are building a company with the aim to protect photographers’ copyright online. Leading image agencies and professional photographers already use our services in finding and prosecuting unauthorized use of their images online.

The position

Because of an ever growing caseload and need to build a scalable company, we are looking for a HCMS to lead the case management team currently consisting of 11 employees. The team currently consists of people from Denmark, Sweden, Norway, Finland, UK and Germany servicing their local market working from our Copenhagen office. The team sends out claims on behalf of our clients (picture agencies) and deals with all correspondence coming in. 

You will be reporting to and working in close cooperation with the Chief Legal Officer and his team as many of our counterparts’ questions are of legal character.

Key responsibilities

• Team/workflow management - monitoring and maintaining team performance, holding 1-on-1 meetings 

• Identifying any hiring needs

• Establishing, documenting and maintaining processes

• Onboarding new employees & setting up onboarding flow and buddy system 

• Setting up and maintaining escalation procedure for particularly difficult cases/counterparts

• Create overview reports for the CLO to monitor performance and productivity

Your qualifications should include

• Experience from working in a scale-up is a plus

• English is a must, Scandivian and German a plus

• Experience from working in customer success role - including CRM system - with proven management experience is a must

• Living in or close to Copenhagen

• Experience from a debt collection agency is a plus since Copyright Agent currently is creating a debt collection process

The deadline is the sooner the better.