Overnight Customer Support Specialist

Job Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

As an Overnight 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 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 and shifts ranging from6:00 PM Pacific Time - 6:00 AM Pacific Time. The first seven 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.

Location

At Trupanion, we believe in a flexible workplace! This is a remote position for candidates in the United States aside from Georgia & Florida unless you hold an active Property & Casualty license.

What you will do:

• Handle sensitive situations with empathy and care, exemplifying Trupanion values
• Can utilize multiple systems to support our members
• Quickly adapt to changes in responsibility, processes, and workflow in an ever changing environment
• Passion 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 center
• Make genuine connections with the ability to adapt communication style to best serve any member that contacts us

Experience you have:

• 1+ years' required experience working an overnight shift
• 2+ years’ experience in a member facing role
• Experience using and learning complex computer systems
• Work from home experience is a plus!
• Fluency in French or Spanish is a plus!
• Property and Casualty licensing: There is a $1500 sign-on bonus for currently licensed candidates. If you are not licensed, Trupanion provides coursework and paid study time during the first three weeks of P&C training for qualifying states in the US (see below).

Additional Information

• Property and Casualty licensing: There is a $1500 sign-on bonus for currently licensed candidates. If you are not licensed, Trupanion provides coursework and paid study time during the first three weeks of P&C training for all states in the US aside from Florida & Georgia.
• 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.

Compensation

• The base pay for this position is $24.50/hour 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 years
• 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.

#BI-REMOTE

Additional Information

Benefits and Perks:

• Full medical, dental, and vision benefits at no cost to the employee
• Four 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 employment
• Open, casual, pet-friendly, and fun office environment
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Seattle 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.