First Customer Care Officer

Launched in 2021, Dalma is a French insurtech that offers a fully digital, user-friendly, and transparent pet insurance. Our aim is to become the #1 petcare app in Europe, helping dog and cat owners to take care of their animals with affordable insurance plans and unlimited access to vets.

Within 2 years we already achieved:

• Over 40 000 happy cats and dogs insured
• 15 million euros of funds raised in Series A
• A team of 70+ pet-lovers working together in France and now in Germany 💙
• A super mobile app rated 4,9/5 stars on the Apple store

We're embarking on an exciting new journey, opening Dalma to the German market! We're looking for enthusiastic, adaptable, and resourceful candidates, willing to take on new challenges and join our Berlin Team 🇩🇪

We pride ourselves on being the best-rated pet insurance in France and we want to deliver the same level of experience to our future German customers. As the first member of the Care Team in Germany, you will be responsible for handling customer tickets, and insurance claims and will be involved in adapting and implementing customer support processes for the German market.

⭐️What you can expect to do:

• Provide a 5-star experience to our German customers, by handling inquiries in a timely and quality manner on our support channels.
• Process pet insurance claims accurately and efficiently, ensuring compliance with our company policies and procedures in collaboration with veterinarians, policyholders, and internal teams.
• Implement, adapt, and identify areas for improvement in our claims processing and customer service procedures and make recommendations for process improvements to our Ops Team.
• Collect feedbacks from customers, identify and escalate improvements ideas to our Product Team.
• With this customer facing role, you’ll be a direct Ambassador for Dalma’s product, mission and values!

🎁 What we can offer you:

• The opportunity to be among the first to build and shape Dalma's Customer Experience in Germany. There's a lot to do and a lot to learn on various business aspects!
• Work in a dynamic and friendly environment, surrounded by passionate colleagues in Berlin and in cooperation with our French Team!
• The possibility to help build and train the rest of the Customer Care team.
• Gross annual salary : Between 32k€ and 45k€, depending on profile (fixed + variable)
• VSOP : virtual shares, as a reward for your participation in Dalma's growth
• 30 days of paid holidays 🏄🏼

🫵 Who you are :

• You have at least 2 years of experience as a vet assistant or as a claim officer for a pet insurance or in a similar position in the pet health industry.
• You are a native German speaker and fluent in English, with excellent verbal and written communication skills.
• You have excellent interpersonal skills and enjoy working in collaboration with other teams.
• You are proactive and enjoy being autonomous in your work.
• You enjoy working in a fast pace environment and know how to prioritize your work.

Bonus points if

• You already had the opportunity to implement customer support processes

👫 Our recruitment process:

• 1st call with Solene from HR, to talk about your motivation, previous experiences and get more details on the role (30min)
• A Case Study to prepare at home and a follow-up interview with Cesar and Lukas, to review the case and go a little deeper on the responsibilities and challenges (1.5 hours)
• A Teamfit with 3 members of the German and French teams, to check that there's a match in terms of company culture (1.5 hours)
• You're in 🙌