What We Do

Wagmo is a new type of pet health company focused on empowering and inspiring responsible pet parenting through top-tier pet benefits provided by employers. From everyday care to rainy-day emergencies, we offer tech-enabled solutions that are optimized for value and flexibility so that our pet parents always feel confident that they are giving their pets the care they deserve.

What's Important To Us

We solve hard problems all day long but hang out with dogs while we do it. We value authenticity and efficiency and have no time for egos. We prioritize performance over pedigree, compensate fairly, and never take ourselves too seriously.

Our values are core to who we are and how we operate. We talk about them all the time. These are not just things posted on a wall. We will interview for them, hold each other accountable to them and make sure we work with every single person we interact with in a way that's consistent with these values.

We’re looking for motivated, solutions-focused, passionate, and results-oriented sales professionals to help us impact and grow our strong sales team, achieve our goals, and champion Wagmo in the overall pet wellness and insurance ecosystem. If you possess the expertise of selling to brokers and in-house HR/Benefits team - along with the drive to uncover new sales prospects, love dogs (or cats!), and are looking for an exciting growth opportunity, we want to talk with you!

Essential Duties and Responsibilities:

Team Leadership

• Manage the Claims Team to KPIs - e.g., claim cycle time, adjuster productivity to ensure claims are consistently paid promptly and accurately

• Serve as a conduit between the Claims team and the Director of Customer Operations for escalations

• Maintain advanced knowledge of coverage, policies, procedures, as well as lead by example for the Claims Team

• Provide daily direction and communication to claims staff to ensure the team is performing optimally

• Coach team performance and work with each member to ensure team production and service goals are consistently met

• Develop and maintain claims reporting and KPIs to be surfaced to Director of Customer Operations and broader company

• Monitor, analyze and report on claim performance: claims inventory, cycle time, processing and quality SLAs

• Handle escalations phone calls, emails, and chat messages from policyholders

• Promptly manage all aspects of claim adjudication including investigation, correspondence, negotiation, and settlement

• Synthesize trends and insights from Claims Team to cross-functional teams to improve the customer experience

• Partner with product and engineering teams to provide feedback and ensure any technology solutions developed are able to improve claims infrastructure

• Build highly productive teams, helping us attract, develop, and retain the best claims talent

• Support recruiting and onboarding of new claims team members

• Model ethical behavior and executes job responsibilities in accordance with Wagmo’s mission, vision, and core values

Essential Knowledge, Skills, and Abilities:

Required:

• High school diploma or GED

• Three years veterinary medical experience or equivalent required

• Pet insurance adjuster experience

• Proven leadership experience and conflict management skills

• Senior claims adjuster

Preferred:

• Strong understanding of veterinary medical terminology (Vet Tech License a plus)

• Articulate, professional, and possesses a strong quality customer service mindset with attention to detail with excellent tracking, follow-up, and relationship building skills

• Ability to identify problems and logically research with minimum assistance to locate answer through appropriate reference materials