仕事内容

Overview

Join Feather’s operations team, dedicated professionals with expertise in the insurance sector, communicating with customers via our digital messaging tool to answer questions and arrange calls. Notably, this role involves no sales incentives—we prioritize sincere guidance, even if that means advising against our own plans when a customer's existing option better suits them.

Role Introduction

Upon joining, you will enhance your knowledge by observing experienced colleagues during calls, gradually participating in customer communication through messages and calls, and practicing with teammates before independently handling inquiries via email and video conferencing. Tasks also include related data entry duties. The core mission involves simplifying the complex topic of insurance, guiding customers toward optimal solutions by leveraging technology to improve accessibility.

Why Choose Feather?

Work remotely or in person for a Berlin-based company that values team connection through events like dinners, retreats, bowling, and dining out.
Be part of a small, passionate team with a flat organizational structure and a strong mission focus.
No traditional sales pressure—your goal is to help customers find the best fit.
Annual €1,200 learning budget for personal development such as books, conferences, and courses.
€500 allowance for home office furnishings, in addition to company-provided equipment including a MacBook and monitor.

Key Responsibilities

Respond to customer inquiries via email and phone calls.
Resolve customer issues efficiently.
Provide responses to customers within one working day alongside the team.
Prioritize urgent requests, replying within one hour during working hours in coordination with the team.
Communicate with insurance partners as required.
Perform manual tasks such as purchasing policies, filing claims, cancellations, and related operations.

Candidate Profile

Meticulous and detail-focused when performing repetitive tasks.
Able to follow established procedures accurately in daily operations.
Excellent customer service mindset and skills.
Capability to identify urgent issues and balance multiple customer requests.
Fluent in Business English.
Strong communication and interpersonal abilities.

Additional Desirable Qualifications

Prior customer support or insurance experience.
Professional proficiency in German, enabling clear communication.
Experience living abroad as an expatriate.

Interview Process

Submission of a brief case study to evaluate your approach to customer service and operational tasks before the first interview invitation.
Initial 15-minute video chat with the People lead or a team member to discuss the role and answer questions.
A 45-minute interview including practical, live tasks simulating real work scenarios, followed by discussion.
A 30-minute conversation with the Head of Operations to confirm alignment on role expectations and next steps.
Final 15-minute discussion with a team lead or cross-functional colleague.
Prompt offer delivery upon successful matching.

Company Background

Founded in 2018 by entrepreneurs who experienced firsthand the challenges within Germany’s insurance system, Feather was created to simplify and demystify insurance processes. Leveraging their start with Entrepreneur First Berlin, they built a solution focused on transparency, ease of use, and honest advice, assisting people in making confident insurance decisions. Feather has served customers across over 150 countries and is rapidly expanding.

Equal Opportunity and Inclusion

Feather fosters a diverse and inclusive workforce, welcoming a variety of backgrounds.
Applicants without degree qualifications are encouraged, as achievements and experience are highly valued.

Operations Associate (f/m/x)