Role Description First point of contact for customer inquiries via telephone and ticketing system – with the aim of providing quick and solution-oriented help. - Initial resolution and escalation management for complex technical and procedural inquiries - Documentation and maintenance of the internal knowledge database and FAQ resources - Analysis of support KPIs (e.g., First Response Time, CSAT, ticket volume) and derivation of measures to improve quality - Close collaboration with Product and CS to provide feedback on customer feedback and product bugs Qualifications - Experience in a dental practice (e.g., dental assistant/dental nurse), ideally with billing experience - Interest or initial experience in customer support - Strong communication and consulting skills - Digital affinity and structured working style - German (C2) and English (B2) Benefits - Flexible working (remote-first) & modern work culture - Flat hierarchies and plenty of creative freedom - Attractive salary & development opportunities - Central office in Berlin (Ku'damm) - A strong team with a real mission in healthcare

• Managing admin and client inboxes with a same-day response mindset • Answering phones and providing a warm, professional first point of contact • Handling client queries, scheduling, and correspondence with care and efficiency • Assisting with client proposals, engagement letters, invoices, tax returns, and financial statements, ensuring accuracy and compliance • Coordinating tax lodgements, including returns and BAS submissions • Maintaining secure and organised digital filing systems • Following up on overdue debtor accounts via email • Supporting the Practice Manager with ad hoc personal assistant duties • Calendar Scheduling & attending meetings • Contributing to continuous improvement in office policies and procedures • Ensuring the security, integrity, and confidentiality of data

Role Description We are seeking a highly organized, customer-focused, and proactive Insurance Customer Support Specialist to support clients with policy management, claims coordination, billing inquiries, and insurance-related administrative processes. This role is ideal for someone who enjoys helping clients, solving problems, maintaining organized documentation, and working in a fast-paced service-oriented environment. The ideal candidate is detail-oriented, professional, empathetic, and comfortable communicating with clients regarding insurance policies, claims, renewals, and account updates. This position plays a key role in delivering an exceptional customer experience while ensuring operational accuracy and compliance across insurance workflows. Key Responsibilities - Customer Support & Policy Assistance - Serve as a primary point of contact for client inquiries regarding: - Insurance coverage - Billing questions - Policy updates - Premium changes - Renewals - Provide clear and accurate explanations to help clients understand their policies and available options - Deliver professional, friendly, and responsive customer service across phone, email, and digital communication channels - Policy Management & Renewals - Process policy updates, endorsements, and renewals accurately - Review premium changes and assist with policy analysis - Navigate carrier rating systems and insurance platforms - Support producers and agents with policy-related administrative tasks - Ensure policy documentation remains organized, updated, and compliant - Claims Support & Documentation - Assist clients in gathering required documentation for claims processing - Coordinate with adjusters and internal teams to support timely claim resolution - Maintain organized records of claims, policy documents, and customer communications - Ensure all documentation complies with applicable insurance standards and internal procedures - Compliance & Administrative Support - Conduct policy reviews to verify accuracy and completeness of documentation - Support compliance with NAIC regulations and carrier requirements - Maintain organized digital files and customer records - Assist with operational and administrative workflows related to policy servicing and customer support - Cross-Functional Collaboration - Collaborate with: - Agents - Producers - Underwriters - Account executives - Stay updated on: - Carrier guidelines - Industry standards - New insurance products - Policy changes - Support internal communication and workflow coordination between departments Qualifications - Minimum 2+ years of experience in: - Customer support - Insurance support - Administrative support - Client-facing service roles - Previous insurance industry experience is a strong plus - Excellent written and verbal communication skills - Strong follow-up and problem-solving abilities - High attention to detail and organizational skills - Intermediate computer proficiency, including: - Microsoft Word - Excel - PowerPoint - Ability to multitask and manage priorities in a fast-paced environment - Comfortable working independently in a remote setting Preferred Qualifications - Experience with: - EzLynx - Applied CMA - Insurance agency management systems - Bilingual candidates are encouraged to apply - Previous experience supporting U.S.-based clients or insurance agencies - Familiarity with insurance compliance and documentation processes What We’re Looking For - Customer-first mindset with strong professionalism and empathy - Highly organized and detail-oriented individual - Strong communication and relationship-building skills - Proactive problem-solver with excellent follow-through - Team player comfortable collaborating across multiple departments - Someone who thrives in service-oriented and fast-moving environments What Success Looks Like - Clients receive accurate, timely, and professional support - Policies, renewals, and claims are processed efficiently and accurately - Customer records and documentation remain organized and compliant - Communication between clients, producers, and carriers remains smooth and professional - Clients feel supported, informed, and confident throughout the insurance process Benefits - Fully remote opportunity with long-term growth potential - Collaborative and supportive work environment - Exposure to U.S.-based insurance operations and workflows - Opportunity to grow within customer support and insurance operations - High-impact role supporting customer satisfaction and operational excellence

• Call outbound to existing customers to drive repeat business • Answer customer inquiries • Work closely with the Contact Centre Team to implement project initiatives • Ensure the proper processes are being followed and task deadlines are being met • Properly manage customer information utilizing internal data systems • Flexible/adaptable to constant change • Accurately communicate customer details to Franchisees