Junior Operations associate (f/m/x)

Feather

15h•Hybrid

About The Position

Feather is seeking a Junior Operations Associate to join their customer support team for insurance. This role involves using a messaging platform to answer customer questions via text and schedule calls, with a focus on providing honest advice rather than sales. The associate will build insurance knowledge through observation, practice, and gradual customer interaction. The role includes communicating with customers via email (Intercom) and video call (GoogleMeet), as well as performing data entry tasks. The goal is to guide customers to the best insurance solutions, making the process accessible and simple through technology.

Requirements

Careful and detail-oriented when completing repetitive tasks
Comfortable following instructions and established processes in day-to-day operations
Strong customer service instincts
Know when something needs a second pair of eyes, and ask for it
Fluent in Business English
Very good interpersonal and communication skills

Nice To Haves

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

Responsibilities

Answering customer queries by chat and phone, within clear guidelines
Completing (manual) tasks: policy purchases, cancellations, claims submissions, following documented steps
Flagging anything unclear or unusual to a senior teammate early
Responding to customers within one working day, and urgent requests within one hour during working hours with the team
Supporting several insurance verticals
Building product and insurance knowledge over time
Taking ownership of cases from start to finish