Trupanion is looking for a Customer Support Specialist to provide thoughtful, responsive support to pet owners via phone, chat, and email. You'll champion the value of pet medical insurance in our fast-paced, high-volume contact center.

What You'll Do

Manage high call volumes within tight deadlines.
De-escalate difficult situations with empathy, care, and strong communication skills while maintaining calm.
Utilize multiple systems and tools to efficiently support customers and ensure 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.
Quickly adjust to evolving responsibilities, processes, and workflows in a fast-paced environment.
Efficiently manage time to provide exceptional customer service in a high-volume contact center.
Make genuine connections and adapt communication style to customer interactions.
Document customer interactions and maintain accurate records in the customer relationship management (CRM) system.
Meet and maintain productivity and quality targets, adhering to 90% of set schedules.
Engage in regular video calls to collaborate and connect with your team.

What We're Looking For

2+ years of experience in a high-volume call center or customer service role.
Demonstrated ability to de-escalate difficult situations, handling complaints and sensitive topics with empathy.
Strong written and verbal communication skills.
Experience navigating multiple digital platforms simultaneously with strong aptitude for diagnosing/resolving technical issues in real time.
Proficient in using CRM Systems to document and manage customer interactions.
Experience working remotely with a reliable wired internet connection and a distraction-free home-office setup.
Availability for full weekends without rotation.
Ability to work full-time schedule with shifts starting between 2:00 PM and 3:30 PM Pacific Time.

Technical Stack

CRM Systems

Team & Environment

You'll be part of our Contact Center department with Care, Sales, Retention, and Team Support Specialists.

Benefits & Compensation

Compensation: $21/hour + equity: Restricted Stock Units granted to all new team members, vesting over 4 years.
Full medical, dental, and vision benefits at no cost to the employee.
Four weeks of paid time off and 9 paid float holidays.
Five-week sabbatical after five years of employment.
Free medical health insurance for your pet (1 dog or cat).
Paid time off to volunteer at nonprofit organizations.
Open, casual, pet-friendly, and fun office environment.
Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

Work Mode

This is a remote position open to candidates located within the United States.

Trupanion is an equal-opportunity employer and embraces diversity. 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.