• Respond promptly and professionally to customer retention inquiries via phone, email, and Salesforce cases, focusing on delivering positive customer outcomes. • Manage inbound calls from customers requesting cancellation or downgrade. Apply problem-solving and retention techniques to overcome objections and highlight solution-based value. • Identify the customer's industry, pain points, and usage trends to personalize your messaging and propose marketing strategies that align with their business goals. • Leverage a structured offer tree, active listening, and product knowledge to recommend relevant features, services, or account optimizations. • Use save offers judiciously based on call type, business rules, customer potential, and historical engagement data. • Work collaboratively with Billing, Tier 1, Customer Success, and Product Support teams to resolve any underlying customer issues driving churn. • Track cancellation reasons, identify trends, and participate in pilots or process improvements that enhance customer satisfaction and business performance.

• Educate and support Trupanion customers who are requesting to cancel their policy by delivering exceptional service through inbound calls and email • Manage high call volumes while balancing empathy, efficiency, and productivity under tight deadlines • Provide outstanding customer support by active listening investigating concerns, and taking solution-oriented action to support retention • De-escalate challenging situations with empathy and professionalism, using strong communication skills while embodying Trupanion’s core values • Educate pet parents on the lifetime value of coverage to empower informed decision-making • Build authentic connections by tailoring your communication style to meet individual customer needs • Thrive in a fast-paced environment by adapting quickly to evolving responsibilities, processes and workflows • Navigate multiple systems and tools to deliver seamless and efficient member experience • Accurately document customer interactions and maintain detailed records in the customer relationship management (CRM) system • Demonstrate strong technology acumen in a remote setting, including the ability to independently troubleshoot common technical issues and adapt to new tools or system updates • Engage in on camera video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture

• Educate and support Trupanion customers who are requesting to cancel their policy by delivering exceptional service through inbound calls and email • Manage high call volumes while balancing empathy, efficiency, and productivity under tight deadlines • Provide outstanding customer support by active listening investigating concerns, and taking solution-oriented action to support retention • De-escalate challenging situations with empathy and professionalism, using strong communication skills while embodying Trupanion’s core values • Educate pet parents on the lifetime value of coverage to empower informed decision-making • Build authentic connections by tailoring your communication style to meet individual customer needs • Thrive in a fast-paced environment by adapting quickly to evolving responsibilities, processes and workflows • Navigate multiple systems and tools to deliver seamless and efficient member experience • Prioritize and manage time effectively to provide exceptional customer service in a fast-paced contact center • Accurately document customer interactions and maintain detailed records in the customer relationship management (CRM) system • Demonstrate strong technology acumen in a remote setting, including the ability to independently troubleshoot common technical issues and adapt to new tools or system updates • Take a pro-active, solution-oriented approach when facing technical challenges, such as identifying alternate ways to continue work while awaiting IT support • Consistently meet or exceed productivity and quality targets while adhering to 90% of scheduled shifts • Engage in on camera video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture.

• Act as the primary point of contact for a portfolio of customers post-onboarding • Partner closely with customers to apply Flagship to real inventory and planning decisions • Own day-to-day customer support requests, triaging and resolving issues with speed, clarity, and empathy • Proactively educate customers on new features, product improvements, and best practices • Gather structured customer feedback and work closely with Product, Engineering, and Data Science to influence roadmap decisions • Design creative solutions and workarounds when customer needs extend beyond current product capabilities • Lead renewal and expansion conversations—ensuring customers clearly understand and experience the value we deliver • Monitor customer health and satisfaction, identifying risks early and taking action to mitigate them