Customer Support & Claims Specialist


New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Healthcare
  • Post Date: 07/14/2021
  • Website:
  • Company Address: , New York, NY, 10001

About Pawp

Pawp is a company that offers a pet e-commerce platform. It provides pet wellness advice by offering personalized recommendations, enabling owners to make better health decisions for their pets.

Job Description

Pawp is on a mission to make the future of pet care more accessible and affordable. Pawp includes a 24/7 digital clinic for pets that allows members to have unlimited, appointment-free chats with licensed vets, and a financial safety net for emergency vet bills. Pawp provides the tools pet parents need to keep their pets healthy, happy, and free of economic strain. Pawp was founded by the same team who built, scaled and sold Paribus to Capital One and Clarity Money to Goldman Sachs.

About the Role

Pawp is looking for a Customer Success Associate to help drive forward our mission of providing all pet parents the opportunity to keep their pets healthy and their healthcare affordable. Reporting to the Head of CX & Ops, you’ll assist with supporting our user base in all their pet protection needs, including providing accurate and detailed information on their coverage and membership options, managing insurance claims, launching new product offerings, all while providing outstanding customer service and leaving the customer feeling positive about every interaction they have with Pawp.

What You'll do

  • Review, process and resolve customer claims in a timely manner
  • Respond to and resolve customer inquiries across all channels, including live chat, email, phone and social media
  • Successfully communicate and drive forward Pawp’s newest products and initiatives to leads and existing customers
  • Build effective and lasting relationships with customers as well as veterinary hospitals and partners as needed
  • Stay up-to-date on local, state and federal law changes in the insurance field
  • Complete multiple tasks and projects quickly and with little guidance and excellent attention to detail
  • React with appropriate urgency to situations that require a quick turnaround

What You'll Need

  • Vet Tech Certification preferred
  • A passion for pets
  • Ability to create meaningful relationships in a virtual environment
  • A strong drive and a relentless curiosity to learn and grow
  • Experience working in an ever-changing and fast-paced environment
  • Willingness to work evenings, weekends and across various time zones
  • Strong writing and communication skills
  • Experience working with helpdesk tools and VoIP
  • Passion for creating the best customer experiences
  • All-around team player, self-starter, and problem-solver
  • Critical thinking skills
  • Excellent attention to detail, ability to meet deadlines and juggle multiple requests simultaneously
  • 2+ years of relevant work experience with proven success
  • International applicants encouraged to apply

Nice to Haves

  • Bilingual (English + Spanish)

What you get

  • Responsibility in a fast-paced and collaborative environment
  • To build large scale distributed systems from the ground up
  • World-class talent and team
  • A chance to be a defining member of the team, with equity to match
  • 100% medical, dental & vision insurance coverage
  • 401k
  • Unlimited PTO
  • Pawp Perks

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