Customer Service & Claims Manager Spain (m/f/d) - 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

Must Haves

• 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

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.