Community Engagement Specialist

Job Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Community Engagement Specialist

As the Community Engagement Specialist, you will play a key role in building and maintaining Trupanion's online brand reputation and fostering vibrant social communities. You will be responsible for managing daily interactions across primary social platforms, crafting timely and thoughtful responses, monitoring brand sentiment, and ensuring consistent messaging aligned with brand values.

You are a passionate community advocate who thrives in fast-paced environments, excels at real-time engagement, and is highly collaborative. You have deep experience in both social media and brand reputation management and are energized by creating meaningful conversations that enhance customer loyalty and elevate the brand.

This position is open to candidates in the Seattle area. You will have a hybrid remote/in-office schedule, working from our casual, pet-friendly office at least three days a week. 

Key Responsibilities:

• Oversee daily engagement activity across key social media channels and brand reputation platforms
• Craft and maintain consistent brand voice and tone across all interactions
• Manage and resolve community inquiries, comments, and direct messages with professionalism and empathy
• Monitor trends, mentions, and sentiment to identify engagement opportunities and inform strategy
• Collaborate with internal teams to ensure timely responses to community inquiries
• Handle issue escalation and collaborate with appropriate departments for resolution
• Deploy community moderation to ensure a respectful, safe, and inclusive online environment
• Stay up to date with platform updates and best practices to optimize engagement and growth
• Contribute to the development and execution of community engagement strategy in alignment with broader marketing goals
• Provide regular reporting and analysis on engagement trends and key metrics to inform future planning

Experience:

• 3–5 years of professional experience managing social media accounts and online brand reputation for a consumer-facing organization
• Strong copywriting and editing skills with ability to write in a consistent brand voice
• Experience using social listening and analytics tools such as Sprinklr
• Customer service background or experience integrating with customer support teams
• Familiarity with platforms such as BBB, Yelp, and Trustpilot
• Experience working cross-functionally with teams including PR, Customer Experience, and Digital Marketing
• Background in pet or insurance marketing a plus

Knowledge and Abilities

You’ll be successful if you can:

• Foster meaningful connections that build a positive, informed, and engaged online community
• Respond promptly and thoughtfully to real-time interactions in a fast-paced environment
• Utilize social media platforms (Facebook, Instagram, X, LinkedIn, YouTube, Pinterest, TikTok) with expert-level understanding
• Analyze engagement metrics and apply insights to optimize strategy
• Moderate and navigate sensitive or high-risk conversations professionally, including crisis communication
• Collaborate cross-functionally and communicate insights clearly to internal stakeholders
• Work independently while juggling multiple priorities and shifting timelines
• Use translation tools to support multilingual interactions (Spanish/French)
• Demonstrate proactive learning and continuous growth mindset

Compensation:

• The  pay range for this position is $78,000 - $80,000 on a full-time schedule.
• Along with base salary, Trupanion employees may be eligible for monthly bonuses.
• We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years. 

Additional Information

All your information will be kept confidential according to EEO guidelines.

Benefits and Perks:

• Full medical, dental, and vision benefits at no cost to the employee
• Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
• Five-week sabbatical after five years of employment
• Open, casual, pet-friendly, and fun office environment
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

For more information about Trupanion, visit https://trupanion.com/about

Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQ

Trupanion is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.