Customer Service & Claims Manager Spain (all genders) - petolo España

About the Role

To continue driving digital health protection and making useful, accessible prevention available to more pet‑owning families, petolo Spain is expanding its team. We are looking for a full‑time Spanish‑speaking Customer Service & Claims Manager (40 hours per week) who wants to grow with us and be part of an expanding project.

Your Role in the Team

• 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

• 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

Nice to Haves

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

Benefits

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, 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

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

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.

Other

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

getolo is an equal opportunity and diversity employer. We strive to create a friendly, safe, and welcoming environment for all our team members, regardless of ethnicity, gender, gender identity and expression, sexual orientation and limitations and talents of any kind, physical appearance, social background, marital status, age, or religion (or lack thereof).