Customer Support Specialist – Pacific Time Hours

Trupanion

. Manage high call volumes within tight deadlines .

Posted 10/6/2026full-timeRemote • Washington • United StatesJuniorMid-Level💰 $21 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with a focus on de-escalation and problem resolution in high-volume environments. Proficient in using CRM systems and navigating multiple digital platforms to enhance customer interactions.

Highest-signal resume keywords

High-Volume Call Center ExperienceDe-Escalation SkillsStrong Written And Verbal CommunicationCRM System ProficiencyTechnical Issue Resolution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceProblem ResolutionTime ManagementTechnical Issue DiagnosisProductivity Target Achievement

Soft Skills

EmpathyActive ListeningAdaptabilityCommunicationBuilding Customer Connections

Tools & Technologies

CRM SystemsDigital PlatformsVideo Call Software

Industry Keywords

High Call VolumesRemote WorkContact CenterCustomer ExperienceEmotional Topics

About the role

Key responsibilities & impact

Manage high call volumes within tight deadlines
De-escalate difficult situations while maintaining calm and exemplifying Trupanion values
Use multiple systems and tools to support customers and ensure a seamless member experience
Handle phone calls, chat, and email inquiries
Listen actively to provide accurate information and resolve problems
Adjust to evolving responsibilities, processes, and workflows
Manage time efficiently in a high-volume contact center
Build genuine customer connections and tailor communication to individual needs
Document customer interactions in the CRM system
Meet productivity and quality targets while adhering to 90% of set schedules
Participate in regular video calls and contribute to an inclusive remote culture

Requirements

What you’ll need

2+ years of experience in a high-volume call center or customer service role
Demonstrated ability to de-escalate difficult situations and handle complaints and sensitive or emotional topics with empathy
Strong written and verbal communication skills
Experience navigating multiple digital platforms simultaneously
Aptitude for diagnosing and resolving technical issues in real time
Proficiency using CRM systems
Experience working remotely with a reliable wired internet connection
Distraction-free home-office setup
Full weekend availability
Ability to work 8-hour shifts, 5 days a week
Availability for Pacific Time hours
Must be authorized to work for any employer in the U.S.; employment visa sponsorship is unavailable

Benefits

Comp & perks

Uncapped monthly bonuses based on individual performance
Restricted Stock Units for all new team members, vesting over 4 years
Full medical, dental, and vision benefits at no cost to the employee
Four weeks of paid time off
9 paid float holidays
Five-week sabbatical after five years of employment
Free medical health insurance for 1 dog or cat
Free on-site gym
Free dog walking services for office pets during business hours
Free parking
Paid ORCA cards