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.

• 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

• 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).

• 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.

• 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.

• 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.