Bilingual Veterinary Partner Support Coordinator (French/English)

Company Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners' budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Job Description

Trupanion is seeking a dedicated and customer-focused Bilingual Veterinary Partner Support Coordinator (French/English) 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 (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 efficiently. In 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 and Canada. 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 10:30 AM Pacific Time to 7:00 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 $31.45 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 Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.