Customer Retention Specialist

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 Retention Team: Meaningful work impacting pets' lives!

Do you love cats and dogs? Are you looking for a career in a high-growth industry that helps pets? Trupanion is seeking a highly motivated and dedicated Member Experience Specialist, Retention to join the team! In this position, you will work with current members requesting to cancel their policy - investigating and problem-solving for solutions to retain them as members.  

We're looking for those that thrive in engaging with customers, are comfortable navigating complex situations, investigating, problem-solving, and taking action in the moment. In this role, you will build real-life connections, and help educate members on the unparalleled lifetime value and importance of having a pet protected by us.  

Schedule (Pacific Time Hours): 

This position requires a full-time schedule (8-hour shifts, 5 days per week) that includes both Saturday and Sunday every week (no weekend rotation). 

The first seven weeks of training are Monday–Friday, from 8:00 AM to 5:00 PM Pacific Time. 

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

This position is open to candidates in the Seattle area. You will follow a hybrid schedule: working from our casual, pet-friendly office Monday through Friday. If you're scheduled to work on a weekend, those shifts may be worked remotely. 

Why you'll love coming into the office:

• Free on-site gym

• Free dog-walking services for office pets during business hours

• Free parking and paid ORCA cards

• Open, fun, and pet-friendly work environment

• Plus: free medical insurance for your pet (1 dog or cat)!

What you will do: 

• Provide an exceptional experience for current Trupanion members requesting to cancel their policy through inbound phone calls in a remote or hybrid call center environment 

• Genuinely listen, investigate, and find the path to retaining members that request to cancel their policy. 

• Handle sensitive, emotionally charged situations with empathy and care, exemplifying Trupanion values 

• Utilize multiple systems simultaneously  

• Quickly adapt to changes in procedure in a high-growth environment 

Experience you have: 

• 1+ year of successful Customer Retention experience in a fast-paced call center 

• 1+ year of customer service experience 

What you’ll bring: 

• Proven ability to implement retention strategies that retain customers 

• Experience using and learning complex computer systems  

• Fluency in French or Spanish is a plus 

Compensation: 

• The pay for this position is $23.00/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. 

• Property and Casualty licensing: There is a $1500 sign-on bonus for currently licensed candidates. If you are not licensed, Trupanion provides coursework and paid study time during the first three weeks of P&C training. 

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 off to volunteer at nonprofit organizations
• Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

For more information about Trupanion, visit https://trupanion.com/about

Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQ

Trupanion is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.