Pawp is on a mission to make the future of pet care more accessible and affordable. Pawp offers a 24/7 digital clinic allowing pet parents to have unlimited, appointment-free chats with licensed veterinary professionals, 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 CX & Claims Specialist 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 Senior CX Manager & Head of Ops, you’ll assist with supporting our user base in all their pet protection needs, including providing accurate and detailed information on member coverage and membership options, managing insurance & emergency fund 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, respond to and resolve all member emergency fund claims according to Pawp's emergency fund policy and rules & regulations.
• Communicate effectively with Pawp members and respond to inquiries in a timely manner via live chat and VoIP.
• Work with veterinary clinics and members to process emergency fund payments according to our established SOPs.
• Communicate and work with Pawp's team of veterinary professionals to ensure a smooth member experience.
• Build effective and lasting relationships with Pawp members as well as veterinary clinics and partners as needed.
• Update member information and manage accounts with efficiency and attention to detail.
• Successfully communicate and drive forward Pawp’s newest products and initiatives to both leads and existing members.
• Build effective and lasting relationships with our member base.
• Complete multiple tasks and projects quickly and with little guidance and excellent attention to detail, and react with appropriate urgency to situations that require a quick turnaround and fast response.
• Stay up-to-date on local, state and federal law changes in the insurance field with a particular focus on pet insurance.

What You'll Need

• A passion for pets!
• P & C Insurance License
• 3+ years experience working with various help desk tools and VoIP.
• 3+ years experience in a customer-facing or support role with proven success, or relevant background in insurance.
• A strong drive and a relentless curiosity to learn and grow and a passion for creating the best customer experiences. A self-starter and all-around team player.
• Strong writing and communication skills.
• Excellent attention to detail, with the ability to meet deadlines and juggle multiple requests simultaneously.
• Experience working in an ever-changing and fast-paced environment or relevant work experience in early-stage start-ups.
• Natural ability to think critically and solve problems, while ensuring our members are receiving your utmost care and attention.
• Willingness to work evenings, weekends and across various time zones.
• Bilingual applicants are encouraged to apply (English + Spanish).
• Veterinary clinic background preferred

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% free medical, dental & vision insurance coverage
• 401k
• PTO
• Pawp Perks

Company Culture

• Empowerment | Pawp is still young, so new team members have the opportunity to make their mark in creating the foundation of each role and team they're a part of. Everyone is encouraged to think creatively and collaboratively to build new products and solutions for pet parents. Each team member values the freedom and flexibility given to make their roles their own.
• Communication | Pawp has grown quickly over the past year and to continues to scale the company at a rapid pace, communication has been key. Departments are consistently working together in person and online to develop the best strategies to achieve goals, meet deadlines, and change the future of pet telehealth.
• Dedication | The team at Pawp is dedicated to innovating and building a unique product that will make pet care more accessible and affordable for all pet parents.
• Kindness | Pawp evaluates candidates based on kindness before anything. Marc and Andrew have built a team of genuinely good people who respect one another and enjoy working together.