Customer Support Specialist (Pacific Time Hours)

Company Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners budget and care for their pets. At Trupanion, we offer a collaborative, casual, and petfriendly environment where everyone is encouraged to be themselves.

Join Our Customer Support Team: Meaningful work impacting pets lives!

Job Description

At Trupanion, our Contact Center is powered by passionate Care, Sales, Retention, and Team Support Specialists who work together to deliver exceptional service. We’re looking for people who are excited to educate pet owners and champion the value of protecting their pets with Trupanion coverage.

As a Customer Support Specialist, you’ll be at the heart of that mission—providing thoughtful, responsive support when pet owners need us most. You’ll assist customers by phone, chat and email. We’re looking for petpassionate problemsolvers who thrive in fastpaced environments.

Schedule (Pacific Time Hours):

This is a fulltime position requiring 8hour shifts, 5 days a week, including full weekends without rotation. Shifts will start between 2:00 PM Pacific Time and 3:30 PM Pacific Time.

Training during the first four weeks will be Monday to Friday from 8:00 AM Pacific Time 5:00 PM Pacific Time.

Please Note: We are unable to consider applications submitted without weekend availability.

At Trupanion, we believe in a flexible workplace! We know that talented petloving professionals are everywhere. This is a remote position open to candidates anywhere in the US. You must be able to have a reliablestable connection to the internet through hardwired Ethernet. If you enjoy a mix of onsite and remote work, you may choose to have a hybrid schedule in our Seattle office.

What you will do

• Manage high call volumes within tight deadlines
• Deescalate difficult situations with empathy, care, strong communication skills while maintaining calm and exemplifying Trupanion values
• Utilize multiple systems and tools to efficiently support our customers, ensuring a seamless member experience
• Handle phone calls, chat and email inquiries with passion and curiosity
• Listen actively to provide accurate information and resolve problems effectively
• Thrive in a fastpaced environment by quickly adjusting to evolving responsibilities, processes and workflows
• Efficiently manage time to provide exceptional customer service in a highvolume contact center
• Make genuine connections and adapt communication style to customer interactions while demonstrating the ability to tailor responses to individual customer needs
• Document customer interactions and maintain accurate and detailed records in the customer relationship management (CRM) system
• Meet and maintain productivity and quality targets to ensure our customers are consistently receiving exceptional support while adhering to 90% of set schedules
• Engage in regular video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture

• Experience you have:

  • 2+ years of experience in a highvolume call center or customer service role is essential
  • Demonstrated ability to deescalate difficult situations, handling complaints and sensitive or emotional topics with empathy
  • Strong written and verbal communication skills
  • Experienced in navigating multiple digital platforms simultaneously, with a strong aptitude for diagnosing and resolving technical issues in real time while maintaining a great customer experience
  • Proficient in using CRM Systems to document and manage customer interactions
  • Experience working remotely with a reliable wired internet connection and a distractionfree homeoffice setup

  • Compensation:

    • The pay for this position is $21hour on a fulltime schedule. Along with the hourly pay, Trupanion employees may be eligible for uncapped monthly bonuses based on individual performance.
    • We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.

    • Additional Information

      All your information will be kept confidential according to EEO guidelines.

      Benefits and Perks:

      • Full medical, dental, and vision benefits at no cost to the employee
      • Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
      • Fiveweek sabbatical after five years of employment
      • Open, casual, petfriendly, and fun office environment
      • Free medical health insurance for your pet (1 dog or cat)
      • Paid time off to volunteer at nonprofit organizations
      • Seattle Office Amenities: Free onsite gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

      • For more information about Trupanion, visit https:trupanion.comabout

        Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https:www.youtube.comwatch?v=vdWZ4KHiPTQ

        Trupanion is an equalopportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

        We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.