Cachet is an insurance technology company that designs adaptive insurance solutions for platform-based businesses across Europe. Operating in Estonia, Poland, Latvia, and Sweden, we bridge the divide between the platform economy and traditional insurance, providing flexible coverage for ride-sharing platforms, gig work marketplaces, micromobility operators, and car-sharing services.

As our Claims Operations Lead, you'll own and manage the full claims lifecycle at Cachet. From monitoring cross-market MTPL and General Liability claims performance to coordinating with TPAs and insurers, you will be the central figure ensuring smooth operations and customer-focused outcomes.

You'll also collaborate with our product team to build out Claims Control features inside the Cachet Mobility Portal — transforming how users interact with claims and enabling a more predictive, digital-first experience.

This is a solo operator role with high visibility and long-term growth potential as we expand our claims infrastructure.

Key Responsibilities:

Claims Oversight & Performance
• Monitor claims KPIs across Europe (turnaround time, settlement quality, fraud indicators, loss ratios)
• Provide insights and recommendations to improve efficiency, control, and customer experience

TPA & Insurer Coordination
• Serve as the primary liaison for TPAs and insurance partners handling Cachet customers claims
• Ensure service levels are met across all markets; lead periodic reviews and audits
• Resolve escalated or complex cases in collaboration with partners and internal teams

Claims Technology & Product Input
• Partner with Product and Engineering teams to enhance our Claims Control & Recommendation functionality within the Cachet Mobility Portal
• Shape features like digital FNOL (first notice of loss), claim tracking, user messaging, and automated insights
• Build recommendations and insights together with our data team
• Translate operational pain points into product requirements and user stories

Risk, Quality & Compliance
• Spot patterns in recurring claims, fraud, or platform-specific risks — and flag these for preventive action
• Ensure that claims processes align with legal, regulatory, and data protection requirements across all relevant jurisdictions
• Contribute to internal claims documentation and readiness for new market launches

What We're Looking For:
• 3–5+ years of experience in claims management, ideally in broker, TPA, insurer, or insurtech settings
• Direct experience with MTPL or General Liability claims handling
• Proven ability to manage claims across multiple European markets
• Strong understanding of TPA workflows, SLAs, and service-level governance
• Analytical mindset with ability to identify and act on operational insights
• Collaborative approach and clear communication with internal and external teams
• Fluent in English; additional European languages a strong plus

Bonus Skills:
• Experience with insurance underwriting, so you would understand both sides
• Background in gig-economy, mobility, or usage-based insurance models or insurtechs focusing on claims management
• Awareness of GDPR and insurance-specific data privacy requirements