Partner Support Coordinator

Position Overview: 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, 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. Work Environment: This is a phone and queue-heavy role, requiring the ability to manage a high volume of real-time interactions efficiently. Success in this role requires comfort in navigating complex situations, attention to detail, and the ability to follow established processes while applying sound judgment. This position is open to candidates anywhere in the US, with a hybrid schedule option for those in the greater Seattle area. Schedule: Full-time, Monday through Friday, 7:30 AM – 4:00 PM Pacific Time. 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. - Navigate complex situations with professionalism, sound judgment, and a solutions-oriented mindset. - Collaborate cross-functionally with internal teams. - 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 (phone, chat, email). - 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 systems, CRM, and Excel. - Strong attention to detail and ability to follow standard operating procedures. Compensation & Benefits: - Hourly pay: $23/hour. - Eligibility for monthly bonuses and Restricted Stock Units (RSU). - Full medical, dental, and vision benefits at no cost to the employee. - Four weeks of paid time off and 9 paid float holidays. - Five-week sabbatical after five years of employment. - Free medical health insurance for one pet (dog or cat).