Customer Service Specialist (m/w/d)

About the company

Lassie is a fast-scaling business on a mission to change how pet health is protected and understood. As a digital pet insurer, the company provides coverage for dogs and cats when the unexpected happens, while keeping the claims process simple and fully digital. Beyond insurance, Lassie also aims to help reduce illness and injury in pets and to spread better knowledge about responsible care for dogs and cats.

Role overview

In this full-time Customer Service Specialist role, you will be the main point of contact for customers with questions about the insurance offering. Your goal is to deliver outstanding support at all times and help maintain a consistently high level of customer satisfaction. You will also act as the customer voice within the company and review veterinary invoices for reimbursement purposes.

Key responsibilities

• Respond to customer requests by email, chat, and phone while delivering high-quality support.
• Review and assess veterinary bills to support accurate and fair reimbursement decisions.
• Help pet owners understand the insurance terms and benefits in a clear and accessible way.
• Collaborate closely with internal teams to improve customer experiences and operational processes.
• Maintain records and documentation in the company systems to ensure smooth workflows.

Requirements

• Initial experience in customer advisory, in a veterinary practice or clinic, or in another customer-facing role.
• Fluency in German, spoken and written, plus basic English skills for communication with the international team.
• Strong communication abilities in both written and verbal form.
• A structured and detail-oriented working style.
• Ability to manage multiple tasks at once, including customer support and project work.
• A curious mindset and a strong willingness to keep learning.
• Flexibility, hands-on thinking, and comfort working in a dynamic environment.
• A collaborative attitude and appreciation for regular exchange with colleagues.

Benefits

• Opportunity to join a fast-growing company in an early expansion phase.
• Flexible, dynamic, and warm company culture.
• International work environment with plenty of room to contribute and shape processes.
• The chance to work on a distinctive product that helps make the world a little better.
• Hybrid setup combining office work and home office.
• Dogs are welcome in the Berlin office.

Equal opportunity statement

The company is an equal opportunity employer and values diversity. Hiring decisions are made without discrimination based on ethnic origin, religion, nationality, gender, sexual orientation, age, marital status, or disability.