Trupanion Customer Support Representative Interview Questions
& Process

A team lead reached out to me on LinkedIn about a rep role. Even though I have over 12 years of management experience, and in the pet industry, I was still intrigued by Trupanion and replied, clarifying my experience. After a phone screen and interview, I was invited to the office for an in-person interview. It was a 2:1 with a lead and a manager, followed by a job shadow with another CSR, totaling about 1.5 hours. The atmosphere was pretty relaxed and not stressful. However, be prepared because several questions have a negative slant. Four days later, I got a generic rejection email with no explanation. The CX department needs to improve their recruiting process, especially regarding when to bring candidates in for an office visit and job shadow. My suggestion: show a bit more courtesy than automated emails when someone dedicates three hours of their day for an in-person interview.

We started with a casual mixer, then I had an in-person interview. They asked me some questions, showed me around, and then had me do a short writing sample right there in the office, answering two questions and emailing them. After that, I got to listen in on a few calls. The whole thing felt a bit disorganized. I spoke with two people initially, then did the writing sample. I was waiting around for a bit even after finishing, then listened to more calls, and finally, a completely different person just led me out kind of abruptly. It was a little strange.

I had a phone interview first, and then they invited me for an in-person interview at their South Seattle office. I talked with two managers there. They asked me standard questions for this job, like asking for info you could find on their website about their insurance policies and claims. Then, one of the hiring managers called me, pretending to be a policy holder, to see how I sounded on the phone.