Customer Support Specialist - (Pacific Time Hours)

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� Description

• • Be the calm, knowledgeable voice that pet parents trust when their fur-baby is sick or injured. As a Customer Support Specialist working Pacific Time hours, you’ll answer inbound calls, emails, and live-chat messages from existing policyholders, veterinary hospitals, and prospective members who need fast, empathetic guidance on their Trupanion policy.
• • Own the full lifecycle of each interaction—from greeting the caller with genuine warmth to accurately verifying coverage, explaining pre-authorization workflows, and walking customers through our direct-pay Vet Portal so that vets can be reimbursed in minutes instead of weeks.
• • Translate complex policy language into plain English (and sometimes Spanish) so that a panicked pet parent at 2 a.m. understands exactly what is covered, what their deductible is, and how to submit a claim before they even leave the emergency clinic.
• • Investigate and resolve billing inquiries, payment failures, and refund requests by diving into Salesforce, Stripe, and our proprietary policy-admin system; you’ll reconcile discrepancies, issue credits, and follow up until every penny is accounted for and every customer feels heard.
• • Collaborate in real time with our Claims Adjusters, Underwriting team, and Territory Partners to flag unusual medical histories, clarify coverage decisions, and ensure that veterinarians receive the pre-authorizations they need to proceed with life-saving care.
• • Champion continuous improvement by documenting recurring pain points in Jira, suggesting macros or knowledge-base articles, and beta-testing new CRM features so that the next specialist can deliver answers even faster.
• • Meet or exceed KPIs that matter: first-contact resolution ≥ 80 %, average handle time under 10 minutes, customer satisfaction (CSAT) ≥ 92 %, and quality-assurance scores ≥ 95 %—all while maintaining the patience and compassion that define the Trupanion brand.
• • Work a set schedule of 40 hours per week, starting between 6 a.m. and 12 p.m. Pacific, including at least one weekend day; we’ll provide the noise-canceling headset, laptop, and secure VPN so your home office becomes a hub of pet-centric problem-solving.
• • Participate in monthly “paw-duct” roundtables where support feedback directly influences roadmap priorities, and join optional virtual yoga sessions with adoptable kittens to keep stress levels low and smiles wide.
• • Celebrate wins loudly: every five-star review triggers a confetti GIF in Slack, and quarterly awards recognize specialists who embody our core values of empathy, integrity, and grit.

� Requirements

• • 2+ years of high-volume, omni-channel customer support experience (phone, email, chat) in insurance, financial services, or healthcare
• • Demonstrated ability to read and interpret policy documents and explain coverage details to non-technical audiences
• • Comfort navigating multiple systems simultaneously (CRM, payment gateways, knowledge bases) while maintaining data accuracy
• • Availability to work a consistent Pacific Time schedule that includes at least one weekend day and occasional holidays
• • Preferred: bilingual fluency in English and Spanish; prior experience with Salesforce Service Cloud or Zendesk; pet insurance or veterinary background

️ Benefits

• • 100 % remote-first culture with monthly internet stipend and one-time $500 home-office setup allowance
• • Medical, dental, vision, and pet insurance effective day one, plus a 100 % employer-paid life and disability plan
• • 3 weeks PTO in year one, increasing to 4 weeks at year three, plus 8 paid holidays and one paid volunteer day for the animal charity of your choice
• • Annual continuing-education reimbursement up to $1,500 and free subscription to LinkedIn Learning
• • “Bring Your Pet to Zoom” policy and quarterly virtual adoption events featuring local shelters