Wagmo

Customer Support Associate

Wagmo

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $22 - $23 per hour

Job Level

JuniorMid-Level

About the role

  • 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

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
  • Fluency in Spanish is a plus
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supporttechnical issue documentationclaims processingcustomer feedback analysisSOP documentationZendeskreportinginsurtechfintechhealthcare
Soft skills
empathycommunicationadaptabilityflexibilityattention to detailcuriositycontinuous improvementproblem-solvingtactnuance