Partner Support Coordinator – Bilingual

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Trupanion

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

👥 B2C

🧘 Wellness

💰 $60M Post-IPO Equity on 2020-11

Insurance • B2C • Wellness

Trupanion is a leading provider of pet insurance, offering comprehensive coverage for dogs and cats. With over 25 years in the industry, Trupanion provides unlimited payout plans and real-time payment at checkout through its VetDirect Pay™ system, ensuring pets receive immediate care without financial stress for the owners. Trusted by over a million pet parents and veterinarians, Trupanion is known for its extensive coverage that includes hereditary conditions, advanced dentistry, allergies, and more. The company emphasizes ease of use with a 24/7 customer service line and a commitment to helping pets through every stage of life.

📋 Description

• Provide real-time assistance by phone, email, and chat across all partner channels. • Manage a high volume of inbound and outbound communications in a queue-based environment. • Resolve technical and operational issues, and escalate when necessary. • Provide accurate information about products, coverages, policies, claims, and Trupanion partner programs. • Conduct thorough research to propose tailored solutions for complex situations. • Demonstrate professionalism, sound judgment, and a solution-focused approach in varied contexts. • Collaborate closely with internal teams to ensure a smooth and consistent partner experience. • Consistently meet or exceed productivity, quality, and partner satisfaction targets.

🎯 Requirements

• Bilingual in French and English required (Quebec French is a significant asset). • Minimum of two years' experience in a contact centre focused on customer service or partner support. • At least two years' experience providing high-volume, multichannel support (phone, email, chat). • Experience in veterinary services, pet insurance, or healthcare is an asset.

🏖️ Benefits

• Employer-paid supplemental group insurance for you and your family. • Partnership with Wealthsimple for retirement savings (RRSP, pension, etc.). • Four weeks paid vacation. • Five weeks paid sabbatical after five years of service. • Employer-paid medical insurance for a pet (dog or cat). • Paid volunteer days to support non-profit organizations. • Open, welcoming, and pet-friendly work environment.