Hybrid Customer Service Specialist

at Lassie

• Job title: Customer Service Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Berlin, Germany

About the role

• Customer Service Specialist handling inquiries about pet insurance via email, chat, and phone. Aiming for excellent client satisfaction in a hybrid work environment based in Berlin.

Responsibilities

• You respond to customer inquiries via email, chat and phone, providing first-class support
• You process and review veterinary invoices to ensure fair and accurate reimbursement decisions
• You help pet owners understand our insurance terms and benefits — clearly and understandably
• You work closely with internal teams to improve customer experience and processes
• You maintain documentation in our systems to ensure smooth operations

Requirements

• You already have initial experience in customer advisory roles, in a veterinary practice/clinic, or in a customer-facing position
• You have business-fluent German (spoken and written) and basic English skills to communicate with the international team
• You have excellent communication skills, both written and verbal
• You demonstrate a structured and detail-oriented way of working
• You can juggle multiple tasks at once — both advising customers and supporting projects
• You are curious and consistently motivated to learn new things
• You are flexible and hands-on, motivated to work in a dynamic environment
• You are a true team player and value regular exchange with colleagues

Benefits

• The opportunity to be part of a dynamic company in an early growth phase
• A flexible, dynamic and warm company culture
• An international working environment with plenty of room to make an impact
• The opportunity to work with enthusiasm on a unique product that makes the world a little better
• Hybrid working model combining office and home office
• Dogs are of course welcome in our Berlin office