Remote Customer Retention Specialist - Trupanion US — Columbus

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, pet-friendly environment where everyone is encouraged to be themselves.

Join Our Customer Retention 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. Our Contact Center is open 24/7, 365 days a year – including nights, weekends, and federal holidays – so team members should be prepared to support pet parents whenever they need us most.

As a Customer Retention Specialist, you'll play a vital role in deepening relationships by engaging with customers during the moments that matter most. You'll approach each interaction with empathy and care — listening actively, thoroughly investigating concerns, and taking thoughtful, timely actions to provide meaningful support. Through impactful phone conversations and personalized email follow-ups, you'll re-educate pet parents on the long-term value of coverage, helping them fully understand the benefits of protecting their pets with Trupanion.

You'll skillfully navigate objections and sensitive situations, working with customers to overcome barriers, identify solutions, and ensure they feel seen, heard, and valued. Whether you're de-escalating an emotional conversation or reinforcing the peace of mind our coverage provides, your goal is to ensure every customer feels informed, supported, and confident in their decision to continue protecting their pet with Trupanion.

Schedule (Pacific Time Hours)

This position requires a full-time schedule (8-hour shifts, 5 days a week) including full weekends without rotation. The first seven weeks of training require you to work Monday–Friday, 8:00 AM–5:00 PM Pacific Time. Attendance and active participation, including being on camera, are mandatory during training and will remain a priority throughout the role.

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

Location & Remote Work

This is a remote position open to candidates anywhere in the US aside from Alabama, California, Florida, Georgia, Illinois, Massachusetts, Nevada, and New York. You must have a reliable, 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 a hybrid schedule at our Seattle office.

What You Will Do

• Educate and support Trupanion customers requesting to cancel their policy by delivering exceptional service through inbound calls and email
• Manage high call volumes while balancing empathy, efficiency, and productivity under tight deadlines
• Provide outstanding customer support through active listening, investigating concerns, and taking solution-oriented action to support retention
• De-escalate challenging situations with empathy and professionalism, using strong communication skills while embodying Trupanion's core values
• Educate pet parents on the lifetime value of coverage to empower informed decision-making
• Build authentic connections by tailoring your communication style to meet individual customer needs
• Thrive in a fast-paced environment by adapting quickly to evolving responsibilities, processes, and workflows
• Navigate multiple systems and tools to deliver a seamless and efficient member experience
• Prioritize and manage time effectively in a fast-paced contact center
• Accurately document customer interactions and maintain detailed records in the CRM system
• Demonstrate strong technology acumen in a remote setting, including independently troubleshooting common technical issues
• Take a proactive, solution-oriented approach when facing technical challenges
• Consistently meet or exceed productivity and quality targets while adhering to 90% of scheduled shifts
• Engage in on-camera video calls to collaborate with your team and contribute to a strong, inclusive remote culture

Experience You Have

• 3 years of experience in a customer retention, account management, or similar role in a fast-paced call center environment (essential)
• 1+ years of experience in a customer service role (essential)
• Proven track record of success in retaining customers, handling cancellations, and renewing services
• Demonstrated ability to de-escalate difficult situations and handle 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
• Proficient in using CRM systems to document and manage customer interactions
• Strong technical troubleshooting skills and comfort using technology independently in a remote environment
• Experience working remotely in a private setting with a reliable hard-wired internet connection and a distraction-free home-office setup
• Property and Casualty (P&C) licensing is a plus

Requirements

• Must be able to obtain and maintain active Property and Casualty (P&C) licensing in all 50 states and applicable jurisdictions (e.g., assigned Canadian Provinces)

Compensation

• $23/hour on a full-time schedule, plus eligibility for uncapped monthly bonuses based on individual performance
• Restricted Stock Units (RSUs) granted to all new team members, vesting over 4 years
• Property and Casualty Licensing Bonus: $1,500 sign-on bonus for currently licensed candidates. If you are not yet licensed, Trupanion provides coursework and paid study time during the first three weeks of P&C training (for all eligible states).

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 choose which days matter most)
• 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.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.