Meet a Recent Grad Working in User Operations

You enjoy helping people address issues with products, services, or helping them get connected to your company’s products. User operations is a fantastic way to learn a company from the ground up, and you especially get to do this through the lens of the customer. This will help you springboard to many different roles within the company or beyond. What’s a day in the life like for a recent grad working in user operations?

Meet Maddy.

MaddyNoonan Job Title: Quality Assurance Manager Koru program: Koru@Porch Company: Trupanion Education: Lewis & Clark College 2014, Theater

What’s a day in the life of someone in user operations?

I work for Trupanion, a pet insurance company based in Seattle. I speak with around 60 people on a day when it’s busy, on weekends it can be as few as 10. When the phones are not ringing, there are customer emails to respond to, so I’m always keeping busy. A lot of the times, it’s simple things like changing a pet’s name, or updating a credit card; other times the calls can be extremely challenging. In these cases, you might need to get a hold of another department: claims, if you have no idea what’s going on medically; escalations, if the person wants to speak to a manager; or retention, if they’re looking to cancel the policy. Sometimes those departments are available, sometimes they aren’t. Sometimes, you have to ask your colleagues around you for advice. There’s a lot of thinking on your feet.

What do you love about your job?

The people you interact with. My coworkers are powerfully sympathetic people who bring their puppies to work, so there’s always someone to reach out to or play with on a break. Some customers are extremely grateful to us, which also helps: I hear on a daily basis about a dog or cat that wouldn’t be around if not for the insurance, and that warms my heart.


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Sarah Croft is Koru's Director of Instructional Design and is chartered with ensuring the validity and reliability of our assessment science along with optimizing the candidate experience. She studied Japanese and Astronomy at Williams College and got her masters in education innovation from Harvard. She loves developing awesome, useful, and fun educational programs and experiences.

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