About this role

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 operations 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 your insurance knowledge from our seasoned operations 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 and messages. Your role will comprise of a mix of speaking with customers via email (Intercom) and video call (GoogleMeet) and data entry related tasks.

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.

What will you be doing?

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, so no two weeks look quite the same
Building your product and insurance knowledge over time

This is a one-year, fixed-term role. It's a great fit if you enjoy repetitive, detail-focused work and want to build real depth in one place. You'll work with clear playbooks, and take ownership of your cases from start to finish. If something falls outside the playbook, senior teammates are always a message away.

Success looks like: reliable, accurate, responsive, and quick to ask for help when a case is bigger than expected

Requirements

Your profile:

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

Not needed, but nice to have:

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