Partner Support Coordinator - French Bilingual

Trupanion • Seattle, WA, US

1 day ago

Job type

Full-time

Job description

Partner Support Coordinator - French Bilingual

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 Partner Support Coordinator 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.

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

2+ years in a customer support role required.

Experience in the veterinary, pet insurance, or healthcare industry is a plus!

Bilingual in English and French

Skills

Exceptional verbal and written communication skills.

Familiarity with learning and navigating multiple programs including phone system, CRM, Excel, and other internal programs.

Ability to work efficiently in a fast-paced, phone and queue-heavy environment.

Strong attention to detail and ability to follow standard operating procedures.

Compensation

The starting base pay for this position is $23 an hour, on a full-time schedule.

Along with base salary, Trupanion employees may be 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.

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Bilingual Coordinator • Seattle, WA, US