Trupanion is a leading provider of medical insurance for cats and dogs. We are combining the worlds of insurance, animal health and technology to help pet parents afford the best care. It is a mission we are passionate about and a market with huge growth potential. We're an established company but still have the start-up mentality and continue to innovate within the industry. Most roles can work from home anywhere in the US and Canada, and career development within the company is always encouraged. 

What makes Trupanion a great place to work

Everyone is encouraged to be themselves and bring their whole self to work. We are encouraged to speak openly, ask questions and raise ideas. 

What is Trupanion's culture like

We partner closely with MightyVet to provide needed support and discussion around mental health in the veterinary community. We also run annual pet food donation competitions and donate tons of pet food to local Seattle animal shelters.

What Trupanion does to give back to the community

Our CEO is approachable and easily accessible. He's hands-on with company strategy and goals while putting trust in other leaders to manage the day-to-day.

What Trupanion employees think about their CEO

The Trupanion pet insurance team has been taking care of pet owners for almost a decade by offering simple, fair and affordable pet insurance.

Founder And Chief Executive Officer

CEO/Founder

Trupanion: The Benefits of Loving Animals

There's Pet Insurance, Then There's Trupanion

Trupanion | Who We Are

Trupanion Coverage: What We Cover

Trupanion: Pet Health Insurance that Pays the Veterinarian Directly

The Trupanion pet insurance team has been taking care of pet owners for almost a decade by offering simple, fair, and affordable pet insurance. We are also the only pet medical insurance provider that can pay veterinary hospitals directly through our proprietary software, revolutionizing the reimbursement model. 

Customer Support Specialist

Customer Support Specialist - (Pacific Time Hours)

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.


 Join Our Customer Support Team: Meaningful work impacting pets' lives!



Job Description

 At Trupanion, our Contact Center is powered by passionate Care, Sales, Retention, and Team Support Specialists who work together to deliver exceptional service. We're looking for people who are excited to educate pet owners and champion the value of protecting their pets with Trupanion coverage.
 
 As a Customer Support Specialist, you'll be at the heart of that mission-providing thoughtful, responsive support when pet owners need us most. You'll assist customers by phone, chat and email. We're looking for pet-passionate problem-solvers who thrive in fast-paced environments.


 Schedule (Pacific Time Hours):


 This is a full-time position requiring 8-hour shifts, 5 days a week, including full weekends without rotation. Shifts will start between 1:00 PM Pacific Time and 3:00 PM Pacific Time.


 Training during the first four weeks will be Monday to 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 in 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 have a reliable and stable internet connection, delivered through a hard-wired Ethernet connection (cable or fiber). Wireless connections, including Wi-Fi, satellite, and mobile hotspots, are not permitted. If you enjoy a mix of on-site and remote work, you may choose to have a hybrid schedule in our Seattle office.


 Responsibilities:

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 Manage high call volumes within tight deadlines
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 De-escalate difficult situations with empathy, care, strong communication skills while maintaining calm and exemplifying Trupanion values
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 Utilize multiple systems and tools to efficiently support our customers, ensuring a seamless member experience
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 Handle phone calls, chat and email inquiries with passion and curiosity
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 Listen actively to provide accurate information and resolve problems effectively
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 Thrive in a fast-paced environment by quickly adjusting to evolving responsibilities, processes and workflows
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 Efficiently manage time to provide exceptional customer service in a high-volume contact center
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 Make genuine connections and adapt communication style to customer interactions while demonstrating the ability to tailor responses to individual customer needs
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 Document customer interactions and maintain accurate and detailed records in the customer relationship management (CRM) system
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 Meet and maintain productivity and quality targets to ensure our customers are consistently receiving exceptional support while adhering to 90% of set schedules
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 Engage in regular video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture
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</ul>

 Skills:

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 2+ years of experience in a high-volume call center or customer service role is essential
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 Demonstrated ability to de-escalate difficult situations, handling complaints and sensitive or emotional topics with empathy
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 Strong written and verbal communication skills
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 Experienced in navigating multiple digital platforms simultaneously, with a strong aptitude for diagnosing and resolving technical issues in real time while maintaining a great customer experience
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 Proficient in using CRM Systems to document and manage customer interactions
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 Experience working remotely with a reliable wired internet connection and a distraction-free home-office setup
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</ul>

 Compensation:

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 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.
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 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.
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</ul>


Additional Information

 All your information will be kept confidential according to EEO guidelines.


 Benefits and Perks:

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 Full medical, dental, and vision benefits at no cost to the employee
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 Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
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 Five-week sabbatical after five years of employment
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 Open, casual, pet-friendly, and fun office environment
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 Free medical health insurance for your pet (1 dog or cat)
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 Paid time off to volunteer at nonprofit organizations
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 Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.
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</ul>

 For more information about Trupanion, visit ***************************


 Learn more about how Trupanion has revolutionized our industry and the reimbursement model: ********************************** WZ4KHiPTQ


 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.

Trupanion benefits

What benefits does Trupanion provide to employees?