Job Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Trupanion is seeking a dedicated and customer-focused Partner Support Coordinator to join our Partner Support Team. In this role, you will provide real-time, multi-channel support to our key partners – veterinary hospitals, breeders, shelters, Territory Partners (our field sales representatives), State Farm, and participants in our Hospital Employee Benefits and Veteran Affairs Programs. Your goal is to deliver exceptional and consistent service across all partner interactions, helping to strengthen partner relationships, enhance customer experience, and contribute to overall business growth.

This is a phone and queue-heavy role, requiring the ability to manage a high volume of real-time interactions efficiently. In this role you will be evaluated based on key performance metrics, including productivity, quality, and the overall experience you deliver to our partners.

Success in this role requires comfort in navigating complex situations. Attention to detail and the ability to follow established processes are essential, while also applying sound judgment to address unique or nuanced partner needs. The ideal candidate is highly support-centric, an exceptional communicator, able to problem solve, and deeply committed to helping others with a mindset focused on service and experience

At Trupanion, we believe in a flexible workplace! We know that talented pet-loving professionals are everywhere. This is a position open to candidates anywhere in the US. If you live in the greater Seattle area, you will have a hybrid remote/in-office schedule where you will work from our casual, pet-friendly office at least 3 days a week.

Schedule:

This is a full-time position working Monday through Friday from 7:30 AM Pacific Time to 4:00 PM Pacific Time Hours may be adjusted based on business needs and discussion with your manager.

Responsibilities:

• Provide real-time support via phone, email, and chat across all partner channels.
• Handle a high volume of inbound and outbound communications in a queue-based environment.
• Troubleshoot technical and process-related issues, escalating when appropriate.
• Provide accurate information on Trupanion products, coverage, policies, claims, and partner programs.
• Conduct thorough research and provide solutions to complex partner needs, with the ability to respond to and resolve concerns.
• Navigate complex situations with professionalism, sound judgment, and a solutions-oriented mindset.
• Collaborate cross-functionally with internal teams to ensure seamless partner experiences.
• Consistently meet or exceed productivity, quality, and customer satisfaction metrics.

Qualifications:

• Bilingual in English and French is required (Quebec French preferred)
• At least 2 years of experience in a customer or partner-facing contact center environment.
• Minimum of 2 years managing high-volume, multi-channel support across phone, chat, and email queues.
• Experience in the veterinary, pet insurance, or healthcare industry is a plus!

Skills:

• Exceptional verbal and written communication skills.
• Ability to quickly learn and navigate multiple programs including phone system, CRM, Excel, and other internal programs.
• Strong attention to detail and ability to follow standard operating procedures.

Compensation:

• The hourly pay for this position is $31,55 CAD an hour, on a full-time schedule.
• Along with base salary, Trupanion employees are 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.

Trupanion Team DNA:

At Trupanion, we achieve great things together when we are:

• Caring: We are kind to each other and assume positive intent.
• Collaborative: We work together to achieve company goals (we not me).
• Courageous: We are determined, take risks, and make bold moves.
• Curious: We seek new information to continually better ourselves and our work.
• Honest: We believe candid communication leads to successful teamwork.
• Inclusive: We welcome and value all people and perspectives.
• Nimble: We readily adapt and evolve in pursuit of progress and innovation.

Benefits and Perks:

• Employer-paid extended health coverage for you and your family
• Trupanion will partner with Wealthsimple to register your RRSP, pension, etc.
• Four weeks of paid time off and 11 paid float holidays (you can decide which days are most important to you!)
• Five weeks, paid, sabbatical after five years of employment
• Employer-paid medical insurance for one pet (cat or dog)
• Paid time off to volunteer at nonprofit organizations
• Open, casual, pet-friendly, and fun work environment

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 accommodation.