About the role

Partner Support Coordinator at Trupanion delivering real-time support to veterinary partners via phone, email, and chat. Requires bilingual skills and experience in high-volume contact environments.

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.

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!

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