Customer Support Associate, Wagmo
$22.00 – $23.00 per hour
Pet insurance and wellness plans
Be an early applicant
Pet insurance and wellness plans
21-100 employees
Be an early applicant
$22.00 – $23.00 per hour
21-100 employees
Company mission
To bring pet parents the confidence they need to give pets the care they deserve.
Role
Who you are
- 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
What the job involves
- As a Customer Support Associate, you will be the first point of contact for our Members, ensuring timely, accurate, and delightful support across multiple channels.
- You’ll play a crucial role in scaling our support operations, optimizing efficiency, and maintaining high-quality service as we grow.
- Your ability to work independently, proactively identify process improvements, and communicate effectively will be key to success in this role.
- Additionally, staying up to date with changing processes and policies will be essential to delivering the best possible customer experience
- 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
Our take
Wagmo is a pet wellness company with a tech-first approach, designed to cater to the needs of new pet parents with a range of wellness and insurance plans.
The company provides two primary pet health plans: Wagmo Insurance for emergency care and Wagmo Wellness for routine pet maintenance. Backed by the National Speciality Insurance Company, Wagmo connects pet parents with budgeting tools, reliable veterinary care providers, and trustworthy advice, ensuring pets receive the care they deserve. These are provided to individuals on subscription or as an employee benefit through the workplace.
The Wagmo-Rover partnership marks a significant stride in Wagmo's mission to improve pets' and owners' lives. By teaming up with the largest online pet care marketplace, Wagmo expands its influence, granting discounted access to top-tier pet care for partner organisation employees. This collaboration underscores Wagmo's commitment to responsible pet care and signals a bright future, as the company continues to innovate and collaborate to meet global pet owners' evolving needs.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Aug 2023
$8.9m
EARLY VC
Jul 2021
$12.5m
SERIES A
Total funding: $24.4m
Company benefits
- Equity in the company
- Company paid medical premiums for employee-only plan (3 out of 4 medical plans)
- Dental, vision, voluntary life, short term disability and long-term disability
- Commuter assistance
- Company paid Wagmo pet wellness and insurance plans through monthly reimbursement
- Unlimited paid time off
- 12 weeks parental time off
- 401k
- Company wide open feedback model
Company HQ
Greenwich Village, New York, NY
Leadership
Christie Horvath
(Co-Founder & CEO)Graduated from Harvard Business School with a Master of Business Administration. Served as the Vice President of BlackRock for 6 years before founding Wagmo.
Alison Foxworth
(Co-Founder)Graduated from The Wharton School with a Master of Business Administration. Previously worked in Advisory Services and Financial Insurance at BlackRock. Also served as the Director at Garrison Investments Group.
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