Customer Support Specialist

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.Join Our Member Experience Team: Meaningful work impacting pets' lives!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. We're looking for those that thrive in engaging with customers, and are comfortable navigating complex situations, investigating, problem-solving, and taking action in the moment. In this role, you will build real-life connections, and help educate members on the unparalleled lifetime value and importance of having a pet protected by us.What you will do (The Role):Provide an exceptional experience for Trupanion's current members through inbound phone calls, chat and email in a remote or hybrid call center environmentListen, investigate and find the path to action to resolve customer concerns while using multiple systems simultaneouslyHandle sensitive, emotionally charged situations with empathy and care, exemplifying Trupanion valuesQuickly adapt to changes in procedure in a high-growth environmentWhat you'll need (Qualifications):2+ years experience in high-volume, high-level customer serviceCall center experience is a plusExperience using and learning complex computer systemsFluency in French or Spanish is a plusWork EnvironmentAt Trupanion, we foster a flexible workplace. This is a remote position open to candidates anywhere in the US. If you enjoy a mix of on-site and remote work, you may choose to have a hybrid schedule in our Seattle office. You must be able to connect to the internet through hard-wire Ethernet.ScheduleDuring four weeks of training, employees work Monday- Friday between 8:00 AM - 5:00 PM PST.After training, employees move into a permanent, non-rotating schedule. This position will include both weekend days with shifts between the hours of 3:00 AM - 11:00 PM PST.Compensation:The pay range for this position is $19.00/hour ($1 additional if fluent in Spanish or French), on a full-time schedule. Along with the hourly pay, Trupanion employees may be eligible for uncapped monthly bonuses based on individual performance.Trupanion may also provide Restricted Stock Units, which vest over 4 yearsBenefits and Perks:Full medical, dental, and vision benefits at no cost to the employeeFour weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)Five-week sabbatical after five years of employmentOpen, casual, pet-friendly, and fun office environmentFree medical health insurance for your pet (1 dog or cat)Paid time off to volunteer at nonprofit organizationsSeattle Office Amenities: Free on-site 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.com/about  Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQ  Trupanion is an equal-opportunity 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.