Be the trusted first point of contact for customers in Spain, supporting them with everything related to their pet insurance
Provide customer support in Spanish and, when required, in Spain’s co-official languages (Catalan, Galician, or Basque) in accordance with Spanish customer service regulations
Take full ownership of claims, carefully reviewing estimates and invoices to determine reimbursement eligibility
Proactively engage customers through outbound calls as part of retention and engagement campaigns
Work closely with the team to build efficient processes for the Spanish market launch and consistently achieve daily and monthly goals
Help streamline and automate claims and customer service workflows to enhance the overall customer experience
Confidently use our internal systems to manage claims, review documentation, assess reimbursements, and ensure accurate follow-ups

Ability to support customers in Spanish (C1-C2) and, where required, in one of Spain’s co-official languages (Catalan, Galician, or Basque). Strong English skills (C1) are also needed for communicating in the team
Solid experience in customer service or claims management, with a customer-first mindset
A genuine interest in the world of pets and animals, or familiarity with veterinary insurance
Background in the insurance industry or digital service environments
Hands-on experience with Zendesk or a comparable customer support platform
A structured, dependable, and independent working style, with the ability to juggle multiple priorities
Excellent written and verbal communication skills, always demonstrating empathy, clarity, and professionalism
The ability to navigate complex customer situations calmly and deliver efficient, solution-oriented support

Attractive fixed salary
Start with 28 vacation days, with an increase every two years (capped at 30 days)
Holidays on December 24th and 31st
Choose between a free Swapfiets bike, a BVG ticket (“Umweltticket”) or a “Deutschlandticket” subsidized by us
Work hybrid - from your home office or in our office in Berlin-Mitte
Work abroad in the EU for up to 60 days
Benefit from free coaching sessions with nilo.health, our mental health tool
Test our products yourself! Choose between dentolo, petolo or vitolo
Learning Budget starting from 750 € per year
Regular (360 degree) feedback
Legendary summer and winter parties
Regular team events
Many discounts on the corporate Benefits Platform
Two Community Days per calendar year
Pet friendly office

Hybrid — Berlin-Mitte, remote

Structure: team supporting Spain market launch

40 hours per week
Support in Spanish and co-official languages (Catalan, Galician, Basque) as per regulations
Work hybrid from home office or Berlin-Mitte office
Option to work abroad in the EU for up to 60 days
Free coaching sessions with nilo.health
Product testing available (dentolo, petolo, vitolo)
Learning budget starting from 750 € per year
Equal opportunity and diversity employer
Pet friendly office

getolo is hiring a Customer Service & Claims Manager Spain (all genders) - petolo España