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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing high-volume, multi-channel customer support while providing accurate information about products and services. Excels in communication, problem-solving, and collaboration in a fast-paced environment.
Highest-signal resume keywords
Customer Support ExperienceHigh-Volume Communication ManagementVerbal And Written Communication SkillsCRM ProficiencyVeterinary Or Pet Insurance Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportTechnical TroubleshootingProcess ResolutionProduct KnowledgeAttention To Detail
Soft Skills
ProfessionalismSound JudgmentCollaboration
Tools & Technologies
Phone SystemCRMExcel
Industry Keywords
Contact Center EnvironmentPet InsuranceHealthcare
About the role
Key responsibilities & impact- Provide real-time support via phone, email, and chat across all partner channels
- Manage high-volume inbound and outbound communications in a queue-based environment
- Troubleshoot technical and process-related issues and escalate appropriately
- Provide accurate information about Trupanion products, coverage, policies, claims, and partner programs
- Research and resolve complex partner inquiries
- Navigate challenging situations with professionalism and sound judgment
- Collaborate cross-functionally with internal teams
- Meet or exceed productivity, quality, and customer satisfaction metrics
Requirements
What you’ll need- At least 2 years of experience in a customer- or partner-facing contact center environment
- Minimum of 2 years managing high-volume, multi-channel support across phone, chat, and email queues
- Exceptional verbal and written communication skills
- Ability to quickly learn and navigate multiple programs including phone system, CRM, Excel, and other internal programs
- Ability to work efficiently in a fast-paced, phone and queue-heavy environment
- Strong attention to detail and ability to follow standard operating procedures
- Experience in the veterinary, pet insurance, or healthcare industry is a plus
- Must be authorized to work for any employer in the U.S.
- Must be able to work Monday through Friday, 40 hours per week, with 8-hour shifts starting between 8–10 AM PST
Benefits
Comp & perks- Monthly bonuses
- Restricted Stock Units granted to all new team members; grants vest 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 one dog or cat
- Paid time off to volunteer at nonprofit organizations
- Free on-site gym
- Free dog walking services for office pets during business hours
- Free parking
- Paid ORCA cards