Customer Support Specialist – (Pacific Time Hours)

About Trupanion

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. We offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

The Role

As a Customer Support Specialist, you'll be at the heart of our mission—providing thoughtful, responsive support when pet owners need us most. You'll assist customers by phone, chat and email, educating pet owners and championing the value of protecting their pets with Trupanion coverage.

Responsibilities

• Manage high call volumes within tight deadlines
• De-escalate difficult situations with empathy, care, and strong communication skills while maintaining calm and exemplifying Trupanion values
• Utilize multiple systems and tools to efficiently support customers, ensuring 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
• Thrive in a fast-paced environment by quickly adjusting 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 customer interactions while demonstrating the ability to tailor responses to individual customer needs
• Document customer interactions and maintain accurate and detailed records in the customer relationship management (CRM) system
• Meet and maintain productivity and quality targets

Schedule

• Full-time position requiring 8-hour shifts, 5 days a week, including full weekends without rotation
• Shifts start between 10:00 AM and 12:00 PM Pacific Time
• Training during the first four weeks: Monday to Friday, 8:00 AM - 5:00 PM Pacific Time
• Weekend availability required

Requirements

• Reliable and stable internet connection via hard-wired Ethernet (cable or fiber)
• Wireless connections, including Wi-Fi, satellite, and mobile hotspots are not permitted
• Available to work Pacific Time hours