Customer Support Associate (Remote, U.S.)

Wagmo•New York, NY

1d•Remote

About The Position

Wagmo is looking for a Customer Support Associate to deliver exceptional customer experiences in every interaction. This role is ideal for someone who thrives in a fast-paced startup environment, enjoys problem-solving, and is eager to contribute to improving support processes. If you're passionate about pets and love helping pet parents navigate insurance and wellness with ease, we’d love to hear from you! 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.

Requirements

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

Nice To Haves

Fluency in Spanish is a plus

Responsibilities

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