Trupanion
501-1000 employees
Insurance
Pet Insurance
Veterinary Services
About Trupanion
Trupanion is a leading provider of medical insurance for cats and dogs in the United States, Canada, and Puerto Rico. Founded in 2000, the company offers comprehensive pet health insurance plans that cover unexpected illnesses and injuries, helping pet owners manage veterinary costs. Trupanion's mission is to provide pet owners with peace of mind through straightforward, transparent insurance products and exceptional customer service. The company partners with veterinary hospitals to streamline claims and payment processes, ensuring pets receive timely care.
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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 include providing real-time support via phone, email, and chat across all partner channels, handling high volume communications, troubleshooting issues, providing accurate product and policy information, conducting research, resolving concerns, navigating complex situations professionally, collaborating with internal teams, and consistently meeting or exceeding performance metrics.
- Qualifications include at least 2+ years in a customer support role, experience in veterinary, pet insurance, or healthcare industry is a plus, and bilingual in English and Spanish.
- Skills required are exceptional verbal and written communication, familiarity with multiple programs including phone system, CRM, Excel, ability to work efficiently in a fast-paced environment, strong attention to detail, and ability to follow SOPs.
- Compensation starts at $23 USD per hour on a full-time schedule, with potential monthly bonuses and restricted stock units vesting over 4 years.
- Benefits include full medical, dental, and vision at no cost, four weeks paid time off plus 9 float holidays, a five-week sabbatical after five years, open pet-friendly office environment, free medical insurance for your pet, paid volunteer time, and amenities like free gym, dog walking, parking, and ORCA cards. For more info, visit https://trupanion.com/about and watch https://www.youtube.com/watch?v=vdWZ4KHiPTQ. Trupanion is an equal-opportunity employer committed to diversity and accommodations.
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Requirements
- 2+ years in a customer support role required.
- Experience in the veterinary, pet insurance, or healthcare industry is a plus.
- Bilingual in English and Spanish.
- 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.
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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
- Open, casual, pet-friendly, and fun office environment
- 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
- Paid ORCA cards