Full-Time Customer Support Specialist

As a Customer Support Specialist, your role is at the heart of Trupanion. When members need us, our Specialists do whatever is necessary to provide the best experience possible.

Specialists support our members primarily via phone, chat, and email.

We're looking for those that thrive in engaging with members, are comfortable navigating complex situations, investigating, problem-solving, and taking action.

This role involves building real-life connections and educating members on the value of pet protection.

Schedule (Pacific Time):

This position requires a full-time schedule (8 hour shifts x 5 days/week) including full weekends.

Shifts range from 3:00 AM to 11:00 PM.

The first four weeks of training are from 8:00 AM to 5:00 PM, Monday to Friday.

Requirements:

• Handle sensitive situations with empathy.
• Utilize multiple systems to support members.
• Quickly adapt to changing responsibilities and workflows.
• Demonstrate passion, curiosity, problem-solving, and creativity.
• Efficiently manage time to provide exceptional member service.
• Make genuine connections and adapt communication styles.

Experience:

• 2+ years' experience in a member-facing role.
• Experience using complex computer systems.
• Home-office experience is a plus.
• Fluency in French or Spanish is a plus!

Compensation:

• $21/hour.
• Uncapped monthly bonuses based on performance.
• Restricted Stock Units for new hires.

Benefits:

• Full medical, dental, and vision benefits.
• Four weeks of PTO and 9 paid holidays.
• Five-week sabbatical after 5 years.
• Pet health insurance (for 1 dog or cat).
• Paid time off for volunteer work.

Seattle Office Amenities:

• Free gym
• Free dog walking for office pets
• Free parking
• Paid ORCA cards

What is the last date for applying to the job?

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