Customer Service and Claims Manager

Title: Customer Service & Claims Manager Spain (all genders)

Location: Berlin BE DE

Job Description:

Support us in designing the insurance experience of the future. To continue driving digital health protection and making useful, accessible prevention available to more pet-owning families, petolo Spain is expanding its team. As a Customer Service & Claims Manager, you will be the trusted first point of contact for our customers in Spain, supporting them with everything related to their pet insurance.

This is a full-time hybrid role, with 1–2 days per week working from our Berlin office.

Your Mission 🫂

• Be the trusted first point of contact for our 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

Requirements

What You Will Need to Succeed 

• 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

What Would Make You Stand Out 

• Knowledge of German would be an additional asset
• Experience using CRM systems such as Salesforce, HubSpot, or similar tools

Benefits

Why getolo?

Salary & Vacation

• Attractive fixed salary
• Start with 28 vacation days, with an increase every two years (capped at 30 days). Holidays on December 24th and 31st.

Mobility & Flexibility

• Choose between a free Swapfiets bike, or a Berlin/Brandenburg ticket (“VBB - Jobticket”) or BVG “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

Health

• Benefit from free coaching sessions with nilo.health, our mental health tool
• Test our products yourself! Choose between dentolo, petolo or vitolo

Development

• Learning Budget starting from 750 € per year
• Regular (360 degree) feedback

 Berlin Based, International Mindset

• We communicate, collaborate, and celebrate in English to ensure everyone is included
• Our diverse team spans from 33 different countries

Values

• Our values are not buzzwords, but actions that are a part of our individual and collective DNA:
  • #fast: We simplify, move with urgency, and focus on outcomes
  • #brave: We take bold decisions, challenge the status quo, and act with conviction
  • #accountable: We deliver end-to-end, reduce dependencies, and own our decisions
  • #caring: We treat each other with respect, build trust, and create an environment where everyone can thrive

And much more…

• Legendary summer and winter parties 
• Regular team events
• Many discounts on the corporate Benefits Platform
• Two Community Days per calendar year
• Pet friendly office

Sounds like the perfect job for you? We look forward to receiving your application and getting to know you!

 

About getolo

Founded in 2015, getolo GmbH is an innovative and award-winning InsurTech company that offers comprehensive supplementary insurance plans in the areas of dental, pet health and liability, as well as health add-on coverage. Under the brands dentolo, petolo, patolo and vitolo, we serve over 265,000 customers across Germany, France and Spain, providing digital and hassle-free protection that seamlessly integrates into their daily lives.
We believe that prevention is always better than cure—which is why we focus on preventive care, customer-centric service, and financial security to protect our customers and their loved ones from unexpected costs. Thanks to the close collaboration of our team of market specialists and insurance experts, we continuously monitor industry developments to offer practical solutions for current challenges.
getolo's company culture is built on collaboration, innovation, and agility—always with a strong focus on the needs of our customers. With a team of around 300 employees, getolo is led by Daniel Gadea (CEO) and Laura Wulff (CGO). getolo is a partner of DA Direkt and part of the Zurich Group Germany.