Partner Support Coordinator – Bilingual

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Deliver real-time assistance via phone, email, and chat across all partner channels.

• Handle a substantial volume of both inbound and outbound communications within a queue-based framework.

• Address technical and operational challenges while escalating issues when necessary.

• Provide precise information regarding Trupanion’s products, coverage, policies, claims, and partner initiatives.

• Perform comprehensive research to recommend suitable solutions for intricate scenarios.

• Exhibit professionalism, sound judgment, and a solutions-focused mindset.

• Collaborate closely with internal teams to ensure a seamless and consistent experience for partners.

• Achieve or surpass targets for productivity, quality, and partner satisfaction.

• Assist veterinary clinics, breeders, shelters, field representatives, State Farm, and participants in employee benefits programs.

⛳️ Requirements

• Bilingual proficiency in French and English is required (Quebec French is a notable advantage).

• A minimum of two years of experience in a customer service or partner support-focused contact center.

• At least two years of experience delivering high-volume, multichannel support (phone, email, and chat).

• Experience in veterinary services, pet insurance, or healthcare is beneficial.

• Exceptional verbal and written communication skills.

• Ability to quickly learn and navigate various tools and systems (telephony, CRM, Excel, and other internal platforms).

• Strong attention to detail, thoroughness, and the capability to adhere to standard operating procedures.

🏝️ Benefits

• Opportunity to earn monthly bonuses in addition to the base salary.

• Restricted stock units awarded to new team members, vesting over a four-year period.

• Employer-covered extended health benefits for you and your family.

• Partnership with Wealthsimple for retirement savings options (RRSP, pension, and more).

• Four weeks of paid vacation.

• Five weeks of paid sabbatical leave after five years of service.

• Employer-funded medical insurance for one pet (dog or cat).

• Paid time off for volunteering with nonprofit organizations.

• Open, inclusive, and pet-friendly workplace environment.

• Reasonable accommodations provided to fully engage in the recruitment process, perform essential job functions, and access benefits.