Partner Support Coordinator

Trupanion • Seattle, WA

4d • Remote

About The Position

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. This is a remote position open to candidates anywhere in the United States or Canada. Candidates based in the greater Seattle area will work a hybrid remote/in-office schedule from our casual, pet-friendly office at least 3 days a week. Schedule: This is a full-time position scheduled for 40 hours per week across five working days , with 8-hour shifts working Monday through Friday with starting between the hours of 8-10AM PST . Exact schedule will be confirmed at the time of offer.

Requirements

• 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
• Exceptional verbal and written communication skills.
• Able to quickly learn and navigate 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.
• Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Nice To Haves

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

Responsibilities

• Provide real-time support via phone, email, and chat across all partner channels, ensuring timely and high-quality service.
• Manage a high volume of inbound and outbound communications within a queue-based environment while maintaining accuracy and efficiency.
• Troubleshoot technical and process-related issues, escalating appropriately to ensure timely resolution.
• Deliver accurate and comprehensive information regarding Trupanion products, coverage, policies, claims, and partner programs.
• Research and resolve complex partner inquiries, providing thoughtful, solution-oriented responses.
• Navigate challenging situations with professionalism, sound judgment, and a customer-first mindset.
• Collaborate cross-functionally with internal teams to ensure a seamless and positive partner experience.
• Consistently meet or exceed established productivity, quality, and customer satisfaction metrics.

Benefits

• Full medical, dental, and vision benefits at no cost to the employee
• Four weeks of paid time off and 9 paid float holidays
• Five-week sabbatical after five years of employment
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards (Seattle Office Amenities)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed