Partner Support Coordinator
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. At Trupanion, we believe in a flexible workplace! We know that talented pet-loving professionals are everywhere. This is a remote position open to candidates anywhere in Canada.
Requirements
- At least 2 years of experience in a customer-facing 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.
- 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.
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.
- 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.
Benefits
- 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
