Customer Support Associate

<p>About Our ClientOur client 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, the company offers tech-enabled solutions that are optimized for value and flexibility so that pet parents always feel confident that they are giving their pets the care they deserve.</p>

<p>Our client solves hard problems all day long but hangs out with dogs while doing it. The organization values authenticity and efficiency and has no time for egos. It prioritizes performance over pedigree, compensates fairly, and never takes itself too seriously. Our client&#039;s values are core to who it is and how it operates. They are discussed all the time and are not just things posted on a wall. The team will interview for them, hold each other accountable to them, and make sure to work with every single person interacted with in a way that&#039;s consistent with these values. About The Role

Our client 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&#039;re passionate about pets and love helping pet parents navigate insurance and wellness with ease, the team would love to hear from you! As a Customer Support Associate, you will be the first point of contact for Members, ensuring timely, accurate, and delightful support across multiple channels. You’ll play a crucial role in scaling support operations, optimizing efficiency, and maintaining high-quality service as the organization grows. 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. Key Responsibilities

Provide top-tier customer support via phone, email, live chat, and SMSIdentify and document technical issuesEmpathetically handle customer escalations, including complex questions about insurance and claimsCapture customer feedback across interactions to drive meaningful product improvementsCollaborate with the Claims team to provide updates on claim status and determinationsAssist in documenting and improving Customer Support processes, policies, and Standard Operating Procedures (SOPs) to enhance efficiency and customer experienceStay informed about evolving processes and industry changes to better assist customers and improve internal workflows Required Qualifications

Ability to work 9am-6pm eastern timeA passion for continuous improvement in customer support processes and a curiosity to learn2+ years of support experience in a high-growth startup, ideally in insurtech, fintech, healthcare, or a subscription-based businessExperience using Zendesk or similar support platformsAn eye for detail and a habit of closing the loop on open support issuesExceptional written and verbal communication skills, with the ability to convey empathy, tact, and nuanceAdaptability and flexibility in a constantly evolving environmentAvailability to work some Saturdays, with Fridays offAccess to a stable, reliable internet connection and a quiet working environment Preferred Qualifications

Zendesk admin or reporting experience (Explore)Fluency in Spanish 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 organization’s success and mission.Be part of a passionate, innovative team that values collaboration, impact, and continuous growth. Key Benefits

Company paid medical premiumsDental, vision, voluntary life, short-term disability and long-term disabilityUnlimited paid time off &amp; extended holiday break12 weeks parental time off401kCompany paid pet wellness and insurance plansPet-friendly officeRegular company-wide events Compensation$22.00 – $23.00 per hour Note:“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”</p>