Trupanion is hiring an Overnight Customer Support Specialist to provide critical overnight support to pet owners via phone, chat, and email. You will be central to our mission of helping loving, responsible pet owners budget and care for their pets, handling inquiries and resolving problems in a fast-paced, high-volume contact center.

What You'll Do

Manage high call volumes within tight deadlines while maintaining calm.
De-escalate difficult situations with empathy, care, and strong communication skills.
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.
Efficiently manage time to provide exceptional customer service in a high-volume contact center.
Make genuine connections and adapt communication style to individual customer needs.
Document customer interactions and maintain accurate, detailed records in the CRM system.
Meet and maintain productivity and quality targets while adhering to 90% of set schedules.
Engage in regular video calls to collaborate and connect with your team.

What We're Looking For

1+ year of experience working overnight shifts.
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 and 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 to work a full-time schedule (8-hour shifts x 5 days a week) including full weekends without rotation.
Must reside in the US (excluding Alabama, California, Florida, Georgia, Illinois, Nevada, and New York).

Nice to Have

Property and Casualty (P&C) licensing.

Technical Stack

CRM Systems

Team & Environment

You will be part of the Contact Center department, working alongside Care, Sales, Retention, and Team Support Specialists.

Benefits & Compensation

Compensation: $24.50/hour + equity: Restricted Stock Units grant 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.
Uncapped monthly bonuses based on individual performance.
$1500 sign-on bonus for currently P&C licensed candidates.
Paid study time and coursework for P&C licensing in qualifying US states.
Open, casual, pet-friendly, and fun office environment.
Seattle Office Amenities: Free on-site gym, free dog walking services for office pets, free parking, and paid ORCA cards.

Work Mode

This is a hybrid position. The role is open to candidates located anywhere in the US (excluding AL, CA, FL, GA, IL, NV, NY). A Seattle, WA location is required for the hybrid office option.

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.