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Customer Support Associate (Remote, U.S.)

Wagmo Inc.

Job Overview

Location

New York

Job Type

Full-time

Full Job Description

📋 Description

• Be the voice of Wagmo: As our Customer Support Associate, you will serve as the first human touchpoint for thousands of pet parents across the U.S. who rely on Wagmo to safeguard the health of their dogs and cats. Every chat, email, phone call, and SMS you answer is an opportunity to turn confusion into clarity and anxiety into relief, reinforcing why employers chose Wagmo as their pet-benefits partner.
• Own the full support lifecycle: From greeting a new Member who just activated coverage through an employer portal, to guiding a distraught owner through an emergency claim at 9 p.m., you will triage, troubleshoot, and resolve issues end-to-end. You’ll document bugs, surface feature gaps, and route complex insurance questions to our Claims team—then circle back to the customer with a status update before they even have to ask.
• Shape scalable processes in real time: We are growing fast—new corporate clients, new plan designs, new states—so yesterday’s playbook won’t fit tomorrow’s volume. You will draft and refine SOPs, macros, and Zendesk views that reduce average handle time without sacrificing warmth. Your suggestions will directly influence product roadmaps, fraud-prevention rules, and even the wording on our policy certificates.
• Champion data-driven empathy: After each interaction you’ll tag themes, sentiment, and resolution codes so leadership can spot trends within hours, not weeks. Your weekly insights have already led to a redesigned claims form that cut submission errors by 32 %—and we want your next idea to beat that record.
• Collaborate cross-functionally: You’ll huddle daily with Claims to clarify coverage determinations, join Product stand-ups to preview new features, and partner with Marketing to craft proactive pet-parent education campaigns. When a hurricane hits and claims spike 300 %, you’ll co-lead a war-room Slack channel that keeps every team aligned and every customer informed.
• Continuously level-up: Pet insurance regulations change state-by-state, and our product evolves weekly. You’ll complete micro-certifications on new plan tiers, attend lunch-and-learns with our veterinary advisory board, and beta-test new chatbot flows so you can speak fluently about everything from routine wellness reimbursements to bilateral cruciate ligament exclusions.
• Work remotely—without feeling remote: Our team spans NYC to Denver, yet we start each day with a 15-minute “paws and reflect” Zoom where dogs make cameo appearances. You’ll receive noise-canceling headphones, a monthly stipend for coffee-shop Wi-Fi, and a quarterly in-person off-site where we volunteer at local shelters and brainstorm big bets for the next quarter.
• Flex your schedule strategically: Core coverage is 9 a.m.–6 p.m. ET, but we stagger Saturday shifts so everyone gets a three-day weekend. If you’re fluent in Spanish, you’ll also help us launch bilingual support hours, opening Wagmo to an additional 40 M pet parents nationwide.
• Celebrate impact: When a Member names their new rescue “Wagmo” because your guidance saved its life, we’ll shout it from the #wins channel, send you a custom enamel pin, and add your story to our onboarding deck. Your KPI dashboard is transparent, your growth path is real, and your love of pets is the only prerequisite we never negotiate.

🎯 Requirements

• 1–3 years of high-volume customer support experience (chat, email, phone) in a fast-growing startup or SaaS environment
• Comfort navigating Zendesk, Intercom, or similar ticketing platforms; ability to build macros, triggers, and views
• Demonstrated empathy and de-escalation skills—especially when discussing sensitive topics like pet health and insurance claims
• Reliable high-speed internet and a distraction-free workspace anywhere in the U.S.; willingness to work core coverage 9 a.m.–6 p.m. ET and occasional Saturday shifts
• Nice-to-have: fluency in Spanish for bilingual support expansion

🏖️ Benefits

• Fully remote role with noise-canceling headphones and monthly Wi-Fi stipend
• Three-day weekends every month via staggered Saturday shifts
• Quarterly in-person off-sites combining shelter volunteering and strategic planning
• Transparent KPI dashboard and clear growth path within a rapidly scaling pet-insurance startup

Skills & Technologies

Junior

Remote

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Wagmo Inc.

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About Wagmo Inc.

Wagmo operates a digital pet-insurance and wellness platform that reimburses routine veterinary expenses such as exams, vaccines, grooming, and dental care through subscription plans. Customers pay monthly fees, submit claims via mobile app, and receive reimbursements within 24 hours. The company also offers accident and illness policies that integrate with wellness coverage. Founded in 2018 and headquartered in New York, Wagmo partners with employers and benefits administrators to provide group coverage and serves individual pet owners nationwide in the United States.

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