Customer Champion, Napo Pet Insurance
£30-32k
+ Stock options on day 1
2 days a week in office
Pet insurance provider
Job no longer available
Pet insurance provider
21-100 employees
Job no longer available
£30-32k
+ Stock options on day 1
2 days a week in office
21-100 employees
Company mission
Napo's mission is to ensure that pet owners have everything they need so that that their pets live long, healthy and happy lives.
Role
Who you are
- We are looking for an empathetic self-starter to join us as a Customer Support Champion
- You must be passionate about interacting with and delighting customers, putting our customers and their pet’s needs first.
- You’re a team player who has great adaptability and problem-solving skills, and you’re able to work toward ambitious targets, meeting KPIs and SLAs
- You have 3+ years of live chat, email and phone customer support experience in B2C (ideally, startups) and have experience working with Intercom or a similar Customer Service platform
- We pride ourselves on going above and beyond for our customers and our unique tone of voice.
- You consider yourself to have a high sense of empathy for pets and pet owners’ problems and you can break down complex problems and explain them clearly and simply
- You are data-driven and can organise your workflow around metrics
- You are a self-starter with a "can-do" attitude and thrive in a high-performance culture by delivering on your weekly targets and productivity requirements
- You have excellent oral and written communication in English and interpersonal skills
- You are a strong team player who can collaborate across teams and key stakeholders in the business
- You want to learn more about continuous process improvements
- You enjoy learning more about pet insurance products and pricing
- You are hands-on with or can quickly ramp up on new tools
What the job involves
- Become one of the first contact points for our members and prospects who have a question, problem, or, as it happens, want to share praise or something quirky with us!
- Build a deep understanding of our community's wants, spotting trends and issues and use that understanding to drive process improvements
- Work closely with the Claims and Complaints team to support our customers and their pets
- Handle complaints constructively and in line with company and FCA guidelines, consulting your manager so that clear action is in hand
Application process
- We usually respond within three days
Salary benchmarks
Our take
High claims and a small market have traditionally made pet insurance an unappealing option for big insurers. With household pet ownership ballooning in the UK over the pandemic, however, that market is growing, and a flurry of startups are cropping up to cash in. Napo is a relatively young entrant to the scene, offering a comprehensive platform of low-excess insurance and wellbeing services for British pet-owners.
Pet insurance customers are a different and a more discerning breed to, for example, car insurance customers. Providers need to court pet-owners with a more comprehensive suite of coverage, including advertising costs and rewards for missing pets, and bereavement counselling. Napo ticks all these boxes, but they are rapidly becoming an industry standard in a way that requires more to stand out.
Trupanion, for example, are investing in high-tech streamlining solutions to help facilitate scaling without service quality taking a hit. And the larger, better established pet insurtech, Bought by Many, recently won a hefty sum in the pet industry’s largest VC investment deal. Napo have a friendly brand, and are entering into a growing market, but will have to adapt fast to keep pace.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Feb 2025
$15.9m
SERIES B
Nov 2022
$19.8m
SERIES A
Total funding: $41.6m
Company benefits
- Generous stock options package
- Remote-friendly work environment (we ideally have people in the office 2 days per week - it's a nice office in central London!)
- Flexible working hours and leave policy (25 days annual holidays - excluding bank holidays), plus your birthday as an additional day off 🎁
- All the equipment you need to do your best work
- Budget for personal growth and training
- BUPA health insurance plus unlimited GP video consultations
- YuLife app (we're a bit obsessed with Yudoku...)
- Company-funded therapy when you need it
- And of course, pet insurance for your beloved pets!
Company HQ
Chelsea, London, UK
Leadership
Ludovic Lacay
(CPO)Previously CPO at Tictrac, before moving on to work as Product Lead at Facebook.
Prior to Napo, he was co-founder and CBO at Tictrac, then Executive Director of Business Development and Partnerships at Babylon Health.
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