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Customer Support Agent- Spanish Speaker

About Us

We love pets - which is why we're on a mission to make the world a better place for pets and their parents. We offer pet insurance policies with generous pet health benefits that are designed with their needs in mind. We've helped half a million pets stay happy and healthy since 2017 - and many more customers throughout the world are joining us every day. We've won numerous awards, have offices in the USA, UK, and Sweden - and we now employ over 400 people globally.

Award-winning innovative technology and exceptional customer service are at the heart of our offer: we now rank 30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both Best Pet Insurance Provider and Innovation of the Year. We're proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come. Our latest Series D funding round was $350m which values us at $2bn.

Our company is fast-moving, respectful, fun-loving and (most importantly) passionate about pets and their wellbeing. We think big and we can only do that if we have a wonderful array of different people who are able to bring their whole selves to work every day. Throughout our business you'll meet people who think differently, aim for impact and love to try new things. Want to join our pack? Join us. Love every moment. Love ManyPets.

The Opportunity

We're on an impressive journey to make the world a better place for pet-parents. We have ambitious growth plans and ManyPets has seen huge success since we launched in the USA in 2021. (We're now live In 28 states and cover 35% of the market - with more to come over the next 12 months!)

In this role you'll work as part of a collaborative team helping manage inbound customer support requests. You'll provide general administrative support, help with policy administration, arrange mid-term adjustments, renewals - and every and any type of customer support queries that come our way! You'll also support the team with our service and compliance standards - making sure we achieve our targets, and we stick to our service level agreements.

Your Focus

Managing a broad range of customer queries and requests across our various channels: providing a professional and helpful service and effective customer communication.
Helping customers define their needs and answering queries appropriately during the quote journey, using the opportunity to "sell through service."
Using your active listening skills to understand and support customers so that their needs are understood - and service standards are maintained.
Reviewing complex (and often unique!) requests and referrals from customers and providing clear, informed and correct product information.
Interpreting and advising customers on policy cover within a wide range of options, so that correct advice and information is provided.
Creating and reviewing policy documentation with a high level of accuracy. Delivering any administration on new policies, mid-term adjustments, renewals, and cancellations.
Handling complaints constructively (and in line with company and regulatory guidelines) escalating these to the Team Leader when a solution cannot be found. You'll ensure all issues are resolved and any learning opportunities are shared across the team.
Identifying payment issues and proactively actioning and amending messages in our systems; ensuring the team meets its SLAs.
Supporting your colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality and compliance standards.

What Leads to Success

Here are a few of the skills we are looking for in this position. Don't worry if you don't tick every box as it's important for us to support you in your role and help you to develop along the way:

You're customer-centric, and you take pride in giving great customer service.
You'll have strong active listening skills: questioning, summarising and reflecting with empathy.
You're able to handle difficult conversations and influence people to get a positive resolution.
You'll be able to multi-task prioritise and organise time effectively. You know that It'll set you up for success when working In a fast paced and changeable environment.
You have great attention to detail - spotting gaps and anomalies is second nature to you.
You bring superb communication and relationship skills - you'll be the sort of person who builds rapport quickly.
Your colleagues say you have great judgment, you learn quickly, and you solve problems.

What's Important

You'll have experience from a similar Customer Support or Operations role, where you are confident in providing a diverse range of telephone, email and online support.
From your experience, you'll know how to have high accuracy, quality, and attention to detail in documentation and record-keeping.
Ideally, you'll have some experience within insurance, financial services or another regulated industry like ours.
You have clear communication skills and fluent in English - both written and verbal.

Inclusion at ManyPets

We believe diversity, belonging and inclusion are more than just words or things we should be 'seen' to be doing. Having diversity at the core of our business makes us stronger - and the responsibility for creating an inclusive workplace rests with all of us. We believe Black Lives Matter and we want you to join a company that makes unbiased choices and is committed to being anti-racist. If you'd like to read more about this, please download our Approach to Inclusion pack.

We promise to give you the same opportunities as everyone else and we won't discriminate against you at any point in the process. This includes how we source talent, our interview process, our conditions of employment (including pay) and feedback.

Hybrid-Working

Everything changed overnight when the pandemic happened. Suddenly everything was different: whether we were in a home office, spare room, or makeshift desk: we were working on our own and dealing with Zoom calls, bad Wi-Fi, and a very different working day. We now work from home and our company office, so we've created our Making Work, Work guide, which explains it all.

We offer a fantastic range of company benefits to suit everyone in a remote-first world, with a focus on supporting our physical and mental wellbeing. Coupled with a generous holiday allowance and regular care packs, we're always looking for new ways to look out for our people.

Our Values

Our company values drive everything we do - and they are:

Show You Care | Do The Right Thing | Think Big | Work Together | Be Tenacious

Connect With Us!

Reasonable Adjustments and Support

If you need any help, support or advice at any point during the hiring process please email our Inclusion Council in complete confidence. Our Inclusion Council is a cross-functional group of people from our global business - and they are not the hiring managers for this role. We're here to make sure everyone has a fair and equitable experience when they're considering joining us. If you want to talk or ask any questions, we are here to listen (and we'll do what we can to flex our approach to a process that suits you.)

ManyPets Glassdoor Company Review

4.6