Customer Service Associate, Wagmo
$22+ an hour, OT eligible. Plus equity
Pet insurance and wellness plans
Job no longer available
Pet insurance and wellness plans
21-100 employees
Job no longer available
$22+ an hour, OT eligible. Plus equity
21-100 employees
Company mission
To bring pet parents the confidence they need to give pets the care they deserve.
Role
Who you are
- Wagmo is looking for experienced Bilingual Customer Support Associates who will love creating memorable customer experiences in every day-to-day customer interaction
- This will be a perfect role for you if you’re passionate about pets and their welfare and want to take care of the pet parents who love them!
- You share our passion to help make pet insurance joyful and parenting easier and more affordable
- At least 3 years of Customer Support experience for a high-growth company. Bonus points if you’re coming from insurtech, fintech, healthcare, or a subscription-based business
- You have experience with Zendesk or similar Support software. Bonus points if you have experience as a Zendesk admin or using Zendesk reporting tools (Explore)
- You have an eye for detail, and are great at “closing the loop” on any open Support issue
- You have excellent written communication skills, and are able to communicate with a high level of empathy, tact & nuance
- You’re flexible & adapt well to a constantly-evolving environment
- Availability to work on Saturdays
- Access to a stable, reliable internet connection and a reasonably quiet working environment
What the job involves
- At Wagmo’s our Customer Support channels have a focus on providing timely, accurate responses that will delight our Members
- Each associate will be instrumental in helping us scale our Support operations as we grow the business, in order to achieve our mission of improving the lives of pet parents
- You are the first point of contact for our Members and our priority is to deliver the best customer experiences while optimizing efficiency and maintaining the highest levels of quality
- You will work alongside a diverse team in supporting our active customer base as well as answering questions from prospective customers
- Your ability to work independently and communicate roadblocks & potential solutions will be crucial in this role. Each Customer Support Associate is integral in helping us establish our reputation as a leading pet insurance company that provides industry-leading Customer Support
- Work alongside a team of Customer Support agents to support day-to-day customer interactions via phones, Zendesk email, live chat, SMS, and Facebook Messenger
- Identify technical issues and document solutions to the Customer Experience Lead
- Empathetically handle customer escalations, including Insurance questions requiring a licensed Property & Casualty agent
- Collaborate with the Claims team to provide updates to customers on current or previous claims and claim determinations
- Assist with documenting and updating any changes to Customer Support processes, policies and Standard Operating Procedures
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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