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Customer Support Specialist - (Pacific Time Hours)

May 15, 2026

Company Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners' budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Join Our Customer Support Team: Meaningful work impacting pets' lives!

Job Description

At Trupanion, our Contact Center is powered by passionate Care, Sales, Retention, and Team Support Specialists who work together to deliver exceptional service. We’re looking for people who are excited to educate pet owners and champion the value of protecting their pets with Trupanion coverage.

As a Customer Support Specialist, you’ll be at the heart of that mission—providing thoughtful, responsive support when pet owners need us most. You’ll assist customers by phone, chat and email. We’re looking for pet-passionate problem-solvers who thrive in fast-paced environments.

Schedule (Pacific Time Hours):

This is a full-time position requiring 8-hour shifts, 5 days a week, including full weekends without rotation. Shifts will start between 10:00 AM Pacific Time and 12:00 PM Pacific Time.

Training during the first four weeks will be Monday to Friday from 8:00 AM Pacific Time - 5:00 PM Pacific Time.

Please Note: We are unable to consider applications submitted without weekend availability.

At Trupanion, we believe in a flexible workplace! We know that talented pet-loving professionals are everywhere. This is a remote position open to candidates anywhere in the US. You must have a reliable and stable internet connection, delivered through a hard-wired Ethernet connection (cable or fiber). Wireless connections, including Wi-Fi, satellite, and mobile hotspots, are not permitted. If you enjoy a mix of on-site and remote work, you may choose to have a hybrid schedule in our Seattle office.

Responsibilities:
Manage high call volumes within tight deadlines
De-escalate difficult situations with empathy, care, strong communication skills while maintaining calm and exemplifying Trupanion values
Utilize multiple systems and tools to efficiently support our customers, ensuring a seamless member experience
Handle phone calls, chat and email inquiries with passion and curiosity
Listen actively to provide accurate information and resolve problems effectively
Thrive in a fast-paced environment by quickly adjusting to evolving responsibilities, processes and workflows
Efficiently manage time to provide exceptional customer service in a high-volume contact center
Make genuine connections and adapt communication style to customer interactions while demonstrating the ability to tailor responses to individual customer needs
Document customer interactions and maintain accurate and detailed records in the customer relationship management (CRM) system
Meet and maintain productivity and quality targets to ensure our customers are consistently receiving exceptional support while adhering to 90% of set schedules
Engage in regular video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture

Skills:
2+ years of experience in a high-volume call center or customer service role is essential
Demonstrated ability to de-escalate difficult situations, handling complaints and sensitive or emotional topics with empathy
Strong written and verbal communication skills
Experienced in navigating multiple digital platforms simultaneously, with a strong aptitude for diagnosing and resolving technical issues in real time while maintaining a great customer experience
Proficient in using CRM Systems to document and manage customer interactions
Experience working remotely with a reliable wired internet connection and a distraction-free home-office setup

Compensation:
The pay for this position is $21/hour on a full-time schedule. Along with the hourly pay, Trupanion employees may be eligible for uncapped monthly bonuses based on individual performance.
We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Benefits and Perks:
Full medical, dental, and vision benefits at no cost to the employee
Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
Five-week sabbatical after five years of employment
Open, casual, pet-friendly, and fun office environment
Free medical health insurance for your pet (1 dog or cat)
Paid time o

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...