Customer Service & Claims Manager Spain (all genders) - petolo España

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.

• 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

• 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

• Knowledge of German would be an additional asset
• Experience using CRM systems such as Salesforce, HubSpot, or similar tools

Founded in 2015, getolo GmbH is an innovative and award-winning InsurTech company that offers comprehensive supplementary insurance plans in the areas of dental, pet health and liability, as well as health add-on coverage. Under the brands dentolo, petolo, and vitolo, we serve over 200,000 customers in Germany, providing digital and hassle-free protection that seamlessly integrates into their daily lives.
We believe that prevention is always better than cure—which is why we focus on preventive care, customer-centric service, and financial security to protect our customers and their loved ones from unexpected costs. Thanks to the close collaboration of our team of market specialists and insurance experts, we continuously monitor industry developments to offer practical solutions for current challenges.
getolo's company culture is built on collaboration, innovation, and agility—always with a strong focus on the needs of our customers. With a team of around 200 employees, getolo is led by Daniel Gadea (CEO) and Laura Wulff (CGO). getolo is a partner of DA Direkt and part of the Zurich Group Germany.

getolo is an equal opportunity and diversity employer. We strive to create a friendly, safe, and welcoming environment for all our team members, regardless of ethnicity, gender, gender identity and expression, sexual orientation, limitations and talents of any kind, physical appearance, social background, marital status, age, or religion (or lack thereof).

When you apply, we focus solely on your experience and motivation. You decide what additional information you want to disclose (photo, marital status, religion, gender, nationality, etc.). We value and treat all applications equally.

Contact:

getolo Recruiting Team