Customer Support Associate (Remote, U.S.)

What We Do Wagmo is a new type of pet health company focused on empowering and inspiring responsible pet parenting through top-tier pet benefits provided by employers. From everyday care to rainy-day emergencies, we offer tech-enabled solutions that are optimized for value and flexibility so that our pet parents always feel confident that they are giving their pets the care they deserve.

What’s Important To Us We solve hard problems all day long but hang out with dogs while we do it. We value authenticity and efficiency and have no time for egos. We prioritize performance over pedigree, compensate fairly, and never take ourselves too seriously.

Our values are core to who we are and how we operate. We talk about them all the time. These are not just things posted on a wall. We will interview for them, hold each other accountable to them, and make sure we work with every single person we interact with in a way that's consistent with these values.

About The Role 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.

What You'll Do

• 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

What You'll Need To Be Successful

• 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

Why Consider This Role?

• Revolutionize the pet health industry by shaping solutions that improve the lives of pets and their families.
• Join a rapidly growing, VC-backed startup where your work directly contributes to the company’s success and mission.
• Be part of a passionate, innovative team that values collaboration, impact, and continuous growth.

Key Benefits

• Company paid medical premiums
• Dental, vision, voluntary life, short-term disability and long-term disability
• Unlimited paid time off & extended holiday break
• 12 weeks parental time off
• 401k
• Company paid Wagmo pet wellness and insurance plans
• Pet-friendly office
• Regular company-wide events

We here at Wagmo strive to build a workforce composed of individuals with diverse backgrounds, abilities, minds, and identities that will help us to grow, not only as a company, but also as individuals. Wagmo is an Equal Opportunity Employer.