Veterinary Partner Support Coordinator French Bilingual

Trupanion is seeking a dedicated and customer-focused Partner Support Coordinator to join our Partner Support 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 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 $3155 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 Trupanions 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 more about how Trupanion has revolutionized our industry and the reimbursement model: 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.

Remote Work :

Yes

Employment Type :

Full-time

Experience: years
Vacancy: 1