Customer Support Agent

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 support 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 the same insurance knowledge from our seasoned support 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, answering messages, and managing our internal processes.
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 from home or work from our Berlin office. Join a Berlin-based company remotely within Germany or in person. We have company retreats, and regular fun gatherings, where we do some cool things.
• 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, AirPods, monitor, keyboard, etc) you'll be able to spend €500 on a nice and comfortable home office setup.
• €300 per year on company health insurance. This is on top of your health insurance and covers extra stuff that isn't covered by your regular insurance.

What you bring to the table

• +2 years of relevant experience in customer support, insurance or financial services (sales, marketing, account management, underwriting, claims, or similar)
• Excellent English skills
• Exceptional interpersonal and communications skills
• Outstanding customer service skills
• Diligent and autonomous
• Openness to innovation and change
• You love talking to people: you will be in touch with customers through calls or messages, so talking to people should be something important to you

Not needed, but nice to have:

• Fluent in Spanish
• Fluent in German

You'll be responsible for

• Help existing customers feel safe by providing them direct answers to any questions they have related to their insurance
• Guide first-time insurance buyers through the unfamiliar and complex process of choosing and signing up for insurance products like health insurance via calls and messages
• Communicate with different underwriting insurance carriers about follow-up questions to insurance applications and insurance documents
• Provide honest advice on the best available options (instead of selling insurance)
• Go above and beyond for the customer at every step of the way

What will the interview process look like?

• Together with submitting your application, we need you to complete this case study. Only after this step, you will be considered for an invitation for a first interview
• If we enjoy your profile and case study response, you’ll get to meet our People team through a 30-minute Google Meet call to get to know each other, talk about the role and Feather
• The second call will be with one of our team leads where you’ll have the chance to ask any further questions you have about the customer support role and Feather
• The final call will be for you to talk about any expectations you have and review information from the first two calls
• Then you’re all finished, and we’ll send the offer

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

• At Feather, we are huge advocates for diversity and inclusion. From LGBTQ+ events to open discussions about eliminating bias, we highly encourage people from underrepresented groups to apply.
• 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.

About us

Feather was founded in 2018 by Rob Schumacher and Vincent Audoire after both of them struggled to navigate the insurance system in Germany (even though they are European). They wanted to create insurance products that were as simple as they knew it could be.

That’s why we’re building insurance to make all interactions easier and more transparent: from signing up and filing a claim to canceling. Our goal is to give people honest, unbiased advice, with the information they need to make the right decision. And, because of how complicated insurance is, we offer tools, articles, and support where people can reach out to a human about problems or questions they have.

Currently, Feather has helped people from over 150 countries get insurance digitally and is expanding quickly.