Opportunities

Customer Support Agent

Department

Operations

Location

Atlanta, Georgia, United States

Employment Type

Full-time, Permanent

Budgeted Salary Range

$26,000 - $28,500

Ways of Working

Hybrid

Sub Department

Customer Support
Opened: 14 days ago
Closes: TBC

The Opportunity

ManyPet’s vision is to be ‘every pet lover’s favorite insurer’ and to become ‘the global pet insurer’.  Having already launched in the UK and Sweden in 2017 and 2019, respectively, ManyPets launched its pet health insurance and wellness offering in the US in March 2021. You’ll be one of the first on the ground in our new Customer Support operation, helping to set the standards and build the culture as we grow. Be a part of a customer service centric team that always puts our policyholders and their pets first. This is an exceptional opportunity to work in the freedom and innovation of a start-up setting with the security and support of our parent company behind you.


Your Focus

As part of our customer support team, you will help our customers through all stages of the policy life-cycle, while keeping the customer at the heart of everything you do. You will:

  1. Manage a broad range of customer queries and requests through various channels, including phone, email, live chat, and social media, providing a professional and helpful service and effective customer communication.
  2. Ensure customer support is delivered to comply with company policies, state regulations, and Department of Insurance regulations.
  3. Advise and support individual customers, ensuring their needs are understood and service standards are maintained.
  4. Support colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality and compliance standards.
  5. Work collaboratively with colleagues across the company to promote awareness of customer issues and needs.
  6. Handle complaints constructively and in line with company and DOI guidelines, referring to the Team Leader when a solution cannot be found, so that issues are resolved.
  7. Liaise effectively and collaboratively with colleagues across the company to support company and department initiatives
  8. Champion product and process improvements to benefit the overall customer experience.
  9. Participate in, and contribute to, ongoing training and development, in order to extend and share knowledge.
  10. Live ManyPets core values daily with authenticity.

 

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.

  • Service level agreements are achieved.
  • Positive customer satisfaction results- Net Promoter Score
  • Regulatory and compliance requirements are achieved.
  • Maintain a high level of productivity across all channels of work.
  • Quality assurance requirements are met.
  • Data quality and integrity are maintained.
  • High quality and accuracy of all documentation issued.

 

What's Important

  • Good level of written and spoken English is essential. 
  • Strong understanding of value and impact of Pet Insurance on the well being of policy holders pets. 
  • Knowledge of personal data confidentiality requirements.
  • Insurance / financial services / regulated industry knowledge is an advantage.
  • Emotional intelligence: empathy, compassion. 
  • Strong verbal and written communication skills.
  • Confident and professional telephone skills and manner.
  • Customer centric mindset, creating best in class outcomes for our policyholders.
  • High accuracy, quality, and attention to detail in documentation and record-keeping.
  • Good listening skills: questioning, summarizing, and reflecting with empathy.
  • Applies pragmatic judgment and is prepared to make decisions.
  • Effectively operate a personal computer and software for business activities.
  • Veterinary experience preferred – receptionists and hospital managers encouraged to apply!
  • Licensed as a property and casualty producer and adjuster or be able to obtain within first 30 days (training funded by company).
  • Insurance experience a plus but not required.

 

Our Culture

ManyPets is the brand name for Bought By Many in the US. Our US teams are in Atlanta, Georgia and New York City.  Our company is fast-paced, respectful, fun-loving and (most importantly) passionate about pets and their well-being. We think big and we can only do that if we have a wonderful array of different people with different lived experiences and backgrounds, bringing their whole self to work every day. Throughout the business, you will meet people who think differently, aim for impact, and love to try new things. 

Working Environment

We operate flexibly with a hybrid model of remote and office work and as such, all roles require the ability to work from home effectively.  The balance of home / office work varies according to the role, and we provide practical support coupled with amazing kit for homeworking.  As such we'll need you to have a reliable internet connection with a minimum download speed of 50 Mbps and at least 10 Mbps upload speed.  If you have any questions or concerns about this, please get in touch with us.

About Us

Bought By Many is making the world a better place for pet parents. 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.  All this was made possible by the hard work from our incredible colleagues around the world; and we’re excited to embark on the next stage in our journey.

 

About Us

Bought By Many and ManyPets are making the world a better place for pet parents. 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.  All this was made possible by the hard work from our incredible colleagues around the world; and we’re excited to embark on the next stage in our journey.

Our Culture

Our company is fast-paced, respectful, fun-loving and (most importantly) passionate about pets and their well-being. We think big and we can only do that if we have a wonderful array of different people with different lived experiences and backgrounds, bringing their whole self to work every day. Throughout the business, you will meet people who think differently, aim for impact, and love to try new things. 

Working Environment

Our physical offices are modern, bright and open - with plenty of treats and great facilities.  We provide practical support coupled with best-In-breed kit for homeworking.  Since the pandemic, we have been working remotely and as such we'll need you to have a reliable internet connection with a minimum download speed of 50 Mbps and at least 10 Mbps upload speed.  If you have any questions or concerns about this, please get in touch with us.

 

Smell good?

A dog smelling something good

Apply for the Customer Support Agent opportunity.

  • Department: Operations
  • Location: Atlanta, Georgia, United States
  • Employment Type: Full-time, Permanent
  • Budgeted Salary Range: $26,000 - $28,500
  • Ways of Working: Hybrid
  • Sub Department: Customer Support