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.

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!
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.

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
Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

French Bilingual Partner Support Coordinator

Key skills