Claims/CS Associate at Getaround

We believe in a world where all cars are shared. Carsharing empowers people to get going in a smarter, easier way, while also having a positive impact on the environment and making cities more livable. It’s this vision that propels us forward and inspires us to think even bigger.

Since April 2021, Nabobil has been a part of Getaround. Together, we’re the world's leading carsharing platform with a community of more than 5 million users sharing over 11,000 connected cars across 7 countries.

Our team is collaborative, positive, curious, and engaged. We think fast, work smart, laugh often, and are looking for like-minded people to join us in our mission to disrupt car ownership and make cities better.

Your role

Take care of our Norwegian users by working on the most complex cases, hand in hand with our customer service teams as well as the claims team. Through your customer relationship expertise, you provide our Claims and Customer Service teams with trusted support on all their questions and come to personally handle users with more complex requests.

What you’ll do: 

Customer Support: 

• Manage the most complex requests directly with users and make the best decisions.
• Ensure the quality of the answers provided by the outsourced agents.
• Participate in the implementation of new processes within the customer service department to aim for perfection.
• Work in permanent collaboration with the outsourced centers.

Claims Management: 

• Manage damage claims with our Owners and Drivers 
• Assess what happened during the rental
• Steer our users into the most appropriate resolution channel (friendly resolution, insurance loss adjuster, picture-based damage valuation...) to ensure a fair, swift, and cost-efficient solution to the case
• Make decisions and arbitrate complex situations
• Handle a portfolio of fleet owners, giving them dedicated management with monthly phone calls to follow up on their ongoing claims & build a trusted professional relationship with them
• Suggest and challenge the current rules & processes to improve the experience for our users and for the team

Who you’ll be working with

• You’ll report directly to Margaux, our Head of Claims and Anna-Karoline, our CS Operations manager for Norway
• You will join an international team of 9 passionate claims associates and 10 customer service associates
• You’ll also work closely with: 
• Our external center in Barcelona 
• A dedicated product team in charge of user assistance/customer service
• The Customer Operations supporting functions: performance management & training/quality team

What you’ll bring to the table

• You are fluent in Norwegian 
• You have a good level of English
• Good (2y+) experience in a customer service environment
• Ability to show empathy and customer-centric mindset
• You are detail-oriented and able to detect/investigate suspicious/fraudulent behavior
• Team spirit and communication skills, at ease, collaborating with a wide range of actors
• Stress management and sense of prioritization 

What we offer

• Getaround Europe is a fast-growing startup located in the center of Paris, with global headquarters in San Francisco. We offer one of the most dynamic and diverse company cultures in town and give every employee the opportunity to grow and the power to define their impact at Getaround.
• The opportunity to have a positive impact on climate change. Cars are responsible for 17% of carbon emissions. In France, an independent study has shown that each connected car shared on Getaround replaces more than 4 self-owned cars.
• A place to learn and grow: weekly 1 on 1 meetings with your manager, frequent 360 feedback from your teammates, personal objectives to develop your potential, unlimited access to Udemy (learning platform), optional annual training, plus a team wiki that you’ll contribute to improve
• A competitive salary based on your level of experience
• An international team and company: our product is live in the US, France, Norway, Germany, Spain, Belgium and Austria. We have European offices in Paris and Oslo
• A remote-friendly policy: this position is based out of our Oslo office and team members are required to work at a minimum of 2 days in the office
• A company culture that seeks to reinforce Diversity, Equity and Inclusion thanks to a dedicated task force. A work environment where you’re empowered and can be authentic
• The latest Apple equipment