About this role
Role Overview
- 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.
Requirements
- At least 2 years of experience in a customer-facing 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!
Benefits
- 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