Trupanion

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.

Veterinary Partner Support Coordinator, French Bilingual

Director

• Lead day-to-day operations of inbound and outbound call center teams supporting breeder, veterinary, shelter, VA, and benefits program partners.
• Ensure call center staff are trained and empowered to deliver exceptional service while also supporting growth initiatives.
• Maintain and improve service-level agreements (SLAs) for responsiveness, resolution time, and partner satisfaction.
• Embed a growth mindset into every support interaction, ensuring teams identify opportunities to expand engagement and strengthen partner relationships.
• Equip teams with tools and scripts that allow them to proactively identify when partners may benefit from: Expanding veterinary portal use, Increasing footprint or hospital engagement, Participating in benefits or special programs.
• Establish metrics to track conversion of service touchpoints into engagement opportunities.
• Position the support function as a relationship-building extension of the field and partnership teams.
• Work cross-functionally to ensure the call center is aligned with broader partner strategies led by the VP of U.S. Group Partnerships and VP of U.S. Field Sales.
• Implement feedback loops to capture partner insights and escalate opportunities or challenges to the appropriate teams.
• Optimize call center workflows, technologies, and reporting systems to maximize efficiency and partner experience.
• Regularly review and refine training programs to ensure staff are fluent in both support protocols and growth-related strategies.
• Develop dashboards and reporting for leadership, providing visibility into call center performance, partner satisfaction, and growth opportunities identified through support interactions.
• Recruit, train, and mentor a high-performing support leadership team, including supervisors and frontline agents.
• Foster a culture of service excellence, continuous improvement, and growth enablement.
• Provide clear goals, coaching, and career development opportunities for team members.

Director, Partner Support – Engagement

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

• 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

Sales

• Educate and support prospective Trupanion customers by delivering exceptional service through inbound warm leads, phone calls, and email interactions
• Build genuine trust and rapport with pet parents by utilizing a consultative approach to understand their unique needs and recommend appropriate coverage solutions
• Educate potential customers on the value and benefits of Trupanion coverage to empower informed decision-making
• Effectively guide conversations by utilizing strong call control, active listening, and objection handling techniques throughout the sales process
• Confidently navigate customer concerns and sensitive conversations with empathy, authenticity, professionalism, and solution-oriented communication
• Guide customers through the enrollment process while ensuring a seamless, positive, and supportive customer experience
• Manage high inbound call volumes while balancing customer experience, efficiency, productivity, and individual sales goals in a fast-paced environment
• Demonstrate a strong sense of ownership, accountability, and adaptability while managing evolving responsibilities, processes, and workflows
• Navigate multiple systems and tools to deliver a seamless and efficient customer experience
• Prioritize and manage time effectively while maintaining strong attention to detail and productivity in a high-volume contact center environment
• 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

Inbound Sales Specialist

Bilingual Partner Support Coordinator, French

• 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.

Partner Support Coordinator – Bilingual

Business Analyst

• Inbox management for Contact Center inquiries including things like: same day schedule change requests, training schedule requests, absence management, etc.
• Perform smoothing of breaks and lunches, and standard methodologies in terms of automated optimization and scheduling off-the-phone activities, ensuring optimum coverage across all teams.
• This includes real-time adjustments to schedules to ensure Contact Center departments meet key performance indicators.
• Collect and analyze staffing data to identify trends, patterns, and areas for improvement in workforce management.
• Create reports and dashboards to communicate and track key performance indicators related to workforce management.
• Assess processes for efficiency and recommend process improvements and automation for workforce management initiatives.
• Identify areas of overstaffing or understaffing and provide recommendations for adjustments.
• Maintain attendance tracking tool for Contact Center Technology and Tools.
• Use specialized software and tools for data analysis, scheduling adjustments, and reporting.
• Collaborate with Contact Center departments and other areas of the business to understand workforce needs and communicate data-driven insights.

Veterinary Partner Support Coordinator, French Bilingual

Veterinary Partner Support Coordinator, French Bilingual

Director, Partner Support – Engagement

Customer Retention Specialist

Customer Support Specialist – Pacific Time Hours

Inbound Sales Specialist

Bilingual Partner Support Coordinator, French

Partner Support Coordinator – Bilingual

Workforce Business Analyst