Operations Associate (f/m/x)

Intro A customer support role for insurance? We know what it sounds like, but that’s why we need you to help us change things. At Feather, our operations team are all experts in the insurance industry. They use our messaging platform to answer questions through text and schedule calls.

And the best part? There is no sales incentive. We want our team to be completely honest about what a person should do, even if it means not signing up for one of our plans if theirs is already the best fit.

When you start on our team, you’ll build your insurance knowledge from our seasoned operations team by watching them during calls, sending out messages with your team’s help, and practicing with other team members before slowly taking customer calls and messages. Your role will comprise of a mix of speaking with customers via email (Intercom) and video call (GoogleMeet) and data entry related tasks.

If you enjoy helping people, then you don’t need to look any further. Insurance is a really complex topic, and one that people are really confused about, so you’ll be guiding them to the best solution while using tech to make the experience more accessible and simple.
Don’t believe us? Check out our reviews on Trustpilot and Google. Why work at Feather?

• Work for a Berlin-based company remotely or in person. We have company dinners and retreats, where we do some cool things like go bowling, go to restaurants, and general fun.
• Small team, flat hierarchy, and mission-driven. The usual buzzwords here, except we actually mean them. We’re small, lean, and we love what we're doing.
• You’ll never have to do the typical sales pitch. We really just want you to help find the best solution for the customer.
• €1,200 annual learning budget. You can spend this on educating yourself: books, conferences, classes, etc.
• €500 office furnishing budget. On top of all the company equipment that you'll be getting (MacBook, Monitor…), you'll be able to spend €500 on a nice and comfortable home office setup.

What you bring to the table

• Careful and detail-oriented when completing repetitive tasks
• Comfortable following instructions and established processes in day-to-day operations
• Outstanding customer service skills
• Ability to recognize urgent matters and prioritize / balance customer inquiries
• Fluent in Business English
• Exceptional interpersonal and communication skills

Not needed, but nice to have:

• Experience in customer support and/or insurance
• Fluency in German, with the ability to communicate clearly in a professional context
• Personal experience as an expat living in a country away from home

You'll be responsible for

• Answer customer queries through email and calls
• Effectively deal with customer issues
• Answer customers within one working day with the team
• Respond to urgent requests within one hour during working hours with the team
• Communicate with insurance partners as necessary
• Complete manual tasks such as policy purchases, claim submissions, cancellations, and more

What will the interview process look like?

1. After applying and before receiving a first interview invitation, we’ll need you to complete this short case study. This helps us understand how you approach day-to-day customer support and operational tasks.
2. Intro call (~15 minutes). A short video call with our People lead or a team member to get to know each other, walk through the role, and answer initial questions.
3. Role & live task interview (~45 minutes). A video call with a team lead that includes a live, practical task simulating real customer support and operational work, followed by time to discuss your approach and ask questions.
4. Expectations & alignment conversation (~30 minutes). A conversation with the Head of Operations to align on expectations, ways of working, and next steps, including a review of insights from the previous interviews.
5. Final conversation (~15 minutes). A short call with another team lead or a cross-functional partner you would work closely with.
6. Offer. If it’s a match, we’ll move quickly with an offer.

Does this sound like a good fit for you? Apply now!

• At Feather, we continuously work to have inclusive representation within our teams and embrace a diverse mix of talent to contribute to our culture.
• We also encourage people without degrees to apply: we believe that what you've worked on and achieved is way more important than on-paper qualifications.