Customer Support Associate
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Job Description
Customer Support Associate delivering exceptional customer experiences for Wagmo, a pet health company. Handle inquiries, technical issues, and improve support processes in a fast-paced environment.
Responsibilities:
- Provide top-tier customer support via phone, email, live chat, and SMS
- Identify and document technical issues
- Empathetically handle customer escalations, including complex questions about insurance and claims
- Capture customer feedback across interactions to drive meaningful product improvements
- Collaborate with the Claims team to provide updates on claim status and determinations
- Assist in documenting and improving Customer Support processes, policies, and Standard Operating Procedures (SOPs) to enhance efficiency and customer experience
- Stay informed about evolving processes and industry changes to better assist customers and improve internal workflows
Requirements:
- Ability to work 9am-6pm eastern time
- A passion for continuous improvement in customer support processes and a curiosity to learn
- 2+ years of support experience in a high-growth startup, ideally in insurtech, fintech, healthcare, or a subscription-based business
- Experience using Zendesk or similar support platforms; bonus points if you have Zendesk admin or reporting experience (Explore)
- An eye for detail and a habit of closing the loop on open support issues
- Exceptional written and verbal communication skills, with the ability to convey empathy, tact, and nuance
- Adaptability and flexibility in a constantly evolving environment
- Availability to work some Saturdays, with Fridays off
- Access to a stable, reliable internet connection and a quiet working environment
- Fluency in Spanish is a plus
Benefits:
- Company paid medical premiums
- Dental, vision, voluntary life, short-term disability and long-term disability
- Unlimited paid time off & extended holiday break
- 12 weeks parental time off
- 401k
- Company paid Wagmo pet wellness and insurance plans
- Pet-friendly office
- Regular company-wide events
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