Customer Experience & Comms Specialist
Core
Voice of the customer and operational owner for a pet insurance platform, handling high-stakes conversations to drive retention and product improvement.
Role type
Senior Customer Experience & Comms Specialist (Hybrid)
Builds
Customer journey, chat flows, macros, automations, and operational playbooks for a pet insurance product.
Domain
Pet insurance, fintech, health tech.
Required skills
Live chat/email/phone support, retention management, complaint resolution, process improvement, cross-functional collaboration, AI tool usage, data synthesis from conversations.
Preferred skills
Pet insurance experience, startup background, coaching new hires.
Technologies
Live chat platforms, email systems, phone systems, AI tools, automation platforms.
Responsibilities
Handle customer conversations across live chat, email, and phone for onboarding, renewals, billing, and disputes; lead retention conversations to prevent churn; own complaints end-to-end from investigation to resolution; collaborate with claims and product teams on complex issues; improve operations by rewriting processes and fixing chat flows; onboard and coach new team members.
Seniority
Mid-Senior, hands-on IC with operational ownership.