Customer Support Specialist - (Pacific Time Hours)

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 when they contact us primarily via phone. They also support members who chat and email into us as needed.We're looking for those that thrive in engaging with members, 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.Schedule (Pacific Time Hours):This position requires you to work a full time schedule (8 hour shifts x 5 days a week) including full weekends without rotation with shifts ranging from 3:00 AM Pacific Time - 11:00 PM Pacific Time. The first four weeks of training require you to work Monday - 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 a flexible workplace! We know that talented pet-loving professionals are everywhere. This is a remote position open to candidates anywhere in the US. You must be able to have a reliable/stable connection to the internet through hard-wire Ethernet. If you enjoy a mix of on-site and remote work, you may choose to have a hybrid schedule in our Seattle office.What you will do:Handle sensitive situations with empathy and care, exemplifying Trupanion valuesCan utilize multiple systems to support our membersQuickly adapt to changes in responsibility, processes, and workflow in an ever changing environmentPassion to assist members, curiosity to ask probing questions, and ability to problem solve and think of creative solutions to assist the member.Efficiently manage time to provide legendary member service in a high volume contact centerMake genuine connections with the ability to adapt communication style to best serve any member that contacts usExperience you have:2+ years’ experience in a member facing roleExperience using and learning complex computer systemsWork from home experience is a plus!Fluency in French or Spanish is a plus!Compensation:The pay for this position is $21/hour on a full-time 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.#LI-REMOTE #BI-REMOTE