Trupanion

Compliance

• Process state-mandated regulatory filings and fees including the completion of filing forms and supporting documentation, as appropriate.
• Research and compile data for DOI exams, investigations, audits, and other company efforts.
• Design and maintain tracking and data collection spreadsheets, dashboards, and/or reporting tools.
• Monitor and audit business activities, documents, and processes to ensure adherence to legal and regulatory requirements.
• Collaborate with various Trupanion departments, including legal, to address compliance concerns and ensure regulatory adherence.
• Stay up to date on changing laws and regulations and update company policies and procedures accordingly.
• Investigate compliance with any violations, irregularities, or complaints and collaborate on appropriate corrective actions.
• Assist with the development and implementation of compliance policies, procedures, and internal controls.
• Prepare and submit accurate and detailed compliance reports to management and regulatory authorities.
• Mentor other Compliance Specialist staff and contribute to team development and knowledge sharing.

Senior Compliance Specialist

Sales

• Lead the execution of field strategy to drive revenue and partnership expansion within the assigned region.
• Partner with Territory Partners to coach, support, and influence hospital staff and leadership to drive enrollment performance.
• Build and maintain strong relationships across veterinary hospitals and internal teams.
• Conduct frequent in-field visits (60–70% travel) to develop, coach, and evaluate regional opportunities.
• Monitor performance data to identify trends, adjust strategies, and optimize sales effectiveness.
• Lead strategic planning for territory goals and partnerships to maximize regional performance.
• Track success through key metrics including hospital engagement, same-store sales, partner experience, and claims efficiency.
• Collaborate with marketing, operations, and training teams to launch effective campaigns and tools.
• Serve as the primary point of contact for Territory Partners, ensuring clear communication, timely information sharing, and actionable feedback.

Regional Sales Director – Vet Channels

Outside Sales

• Serve as a consultant to Trupanion and be the exclusive representative for pet health insurance in the Oklahoma & West Arkansas market.
• Build relationships and educate veterinarians, vet techs, and office staff about the benefits of insuring pets with Trupanion.

Territory Sales Partner

Bilingual

• 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.

Partner Support Coordinator, French Bilingual

Partner Support Coordinator – Spanish Bilingual

Affiliate Manager

Partner Support Coordinator

Customer Retention Specialist

• Educate and support Trupanion customers who are requesting to cancel their policy by delivering exceptional service through inbound calls and email
• Manage high call volumes while balancing empathy, efficiency, and productivity under tight deadlines
• Provide outstanding customer support by active listening investigating concerns, and taking solution-oriented action to support retention
• De-escalate challenging situations with empathy and professionalism, using strong communication skills while embodying Trupanion’s core values
• Educate pet parents on the lifetime value of coverage to empower informed decision-making
• Build authentic connections by tailoring your communication style to meet individual customer needs
• Thrive in a fast-paced environment by adapting quickly to evolving responsibilities, processes and workflows
• Navigate multiple systems and tools to deliver seamless and efficient member experience
• Prioritize and manage time effectively to provide exceptional customer service in a fast-paced contact center
• Accurately document customer interactions and maintain detailed records in the customer relationship management (CRM) system
• Demonstrate strong technology acumen in a remote setting, including the ability to independently troubleshoot common technical issues and adapt to new tools or system updates
• Take a pro-active, solution-oriented approach when facing technical challenges, such as identifying alternate ways to continue work while awaiting IT support
• Consistently meet or exceed productivity and quality targets while adhering to 90% of scheduled shifts
• Engage in on camera video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture

Customer Support

• Direct point of contact for customers and partners of Smart Paws
• Listen carefully to pet owners’ concerns, identify their needs, and advise how Trupanion can help them best protect their pets
• Communicate our product and its benefits effectively with the goal of closing sales and activating Trupanion policies
• Handle sensitive situations with empathy and care, and embody Trupanion’s DNA
• Passion for supporting members, curiosity to ask targeted questions, and the ability to solve problems and find creative solutions to assist members
• Build genuine connections and adapt your communication style to provide the best possible support for each member who reaches out to us
• Willingness to accept and adapt to changes in responsibilities, processes, and workflows in a constantly evolving environment
• Manage time efficiently to deliver excellent customer service even during high contact volumes
• Use multiple systems to support our members and/or veterinarians
• Contribute to the continuous improvement of processes and support the rollout of new services or procedures.

Sales and Customer Service Specialist

• Manage high call volumes within tight deadlines
• De-escalate difficult situations with empathy, care, strong communication skills while maintaining calm and exemplifying Trupanion values
• Utilize multiple systems and tools to efficiently support our customers, ensuring a seamless member experience
• Handle phone calls, chat and email inquiries with passion and curiosity
• Listen actively to provide accurate information and resolve problems effectively
• Thrive in a fast-paced environment by quickly adjusting to evolving responsibilities, processes and workflows
• Efficiently manage time to provide exceptional customer service in a high-volume contact center
• Make genuine connections and adapt communication style to customer interactions while demonstrating the ability to tailor responses to individual customer needs
• Document customer interactions and maintain accurate and detailed records in the customer relationship management (CRM) system
• Meet and maintain productivity and quality targets to ensure our customers are consistently receiving exceptional support while adhering to 90% of set schedules
• Engage in regular video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture.

Customer Support Specialist

• Manage high call volumes within tight deadlines
• De-escalate difficult situations with empathy, care, strong communication skills while maintaining calm and exemplifying Trupanion values
• Utilize multiple systems and tools to efficiently support our customers, ensuring a seamless member experience
• Handle phone calls, chat and email inquiries with passion and curiosity
• Listen actively to provide accurate information and resolve problems effectively
• Thrive in a fast-paced environment by quickly adjusting to evolving responsibilities, processes and workflows
• Efficiently manage time to provide exceptional customer service in a high-volume contact center
• Make genuine connections and adapt communication style to customer interactions while demonstrating the ability to tailor responses to individual customer needs
• Document customer interactions and maintain accurate and detailed records in the customer relationship management (CRM) system
• Meet and maintain productivity and quality targets to ensure our customers are consistently receiving exceptional support while adhering to 90% of set schedules
• Engage in regular video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture

Customer Support Specialist – Pacific Time Hours

Product Manager

• Product Roadmap: Translate business objectives into technical specifications and clear user stories with detailed acceptance criteria.
• Prioritize bug fixes, compliance features, and new requests based on impact and business goals.
• Write and refine epics and stories, ensuring alignment with technical feasibility and business impact.
• Manage the backlog and sprint planning, prioritizing based on business impact, mandatory delivery dates, and customer impact.
• Oversee release planning, execution, and validation, ensuring quality and adherence to timelines.
• Lead error triage sessions, tracking and reporting on bug trends and resolutions.
• Understand, visualize, and manage upstream/downstream dependencies.
• Drive Agile transformation and continuous improvement by utilizing feedback and metrics to identify areas of opportunity.
• Conduct daily stand-up meetings, sprint planning meetings, and retrospectives.
• Build wireframes/UX for delivering seamless experience for the users.
• Technical Partnership & Collaboration: Partner with engineering teams to scope, prioritize, and deliver scalable technical solutions.
• Ensure adherence to best practices in website architecture, security, performance, and accessibility standards.
• Collaborate with DevOps and infrastructure teams to optimize website reliability, uptime, and load performance.
• Promote teamwork to achieve Sprint goals.
• Execution & Delivery: Oversee the end-to-end product lifecycle, from ideation to launch and ongoing iteration.
• Define and monitor key performance indicators (KPIs) to measure the success of website initiatives.
• Utilize analytics and user feedback to prioritize and refine features, enhancing user engagement and business performance.
• Collaborate with QA teams to validate and test releases, ensuring high-quality delivery.

Manager

• Leitung aller operativen Aspekte der Teams Kundenservice, Telesales und Reklamationen
• Bericht an den Director of International Operations und matrixartige Unterstellung dem DACH-Country Manager
• Vorleben und Förderung der Unternehmenswerte und Schaffung einer positiven Arbeitskultur
• Führung der Teammitglieder durch Kommunikation von Erwartungen, Überwachung und Steuerung von Team- und Einzelleistungen
• Regelmäßige Rücksprache und direktes Feedback, Durchführung von Mitarbeitergesprächen
• Ressourcenplanung, Erstellung von Mitarbeiterschichtplänen und proaktive Terminierung
• Durchführung von Schulungen und Einarbeitungsprogrammen für neue Mitarbeiter
• Überwachung von Leistungskennzahlen, Analyse von Abweichungen und Ergreifen von Korrekturmaßnahmen
• Entwicklung und Berichterstattung relevanter Statistiken (Qualität, Produktivität, Termintreue)
• Kontinuierliche Verbesserung der Kundenerfahrung durch Prozessoptimierung und Zusammenarbeit mit anderen Abteilungen
• Vermittlung bei Kundenbeschwerden und Eskalationen sowie direkte Unterstützung von Kunden bei Bedarf
• Sicherstellung der Einhaltung von Unternehmensrichtlinien, Regulierungen und Servicelevels
• Verantwortung und Rechenschaftspflicht für die vom Team geleistete Arbeit