Partner Support Coordinator

Job 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. This is a remote position open to candidates anywhere in the United States or Canada. Candidates based in the greater Seattle area will work a hybrid remote/in-office schedule from our casual, pet-friendly office at least 3 days a week. Schedule: This is a full-time position scheduled for 40 hours per week across five working days , with 8-hour shifts working Monday through Friday with starting between the hours of 8-10AM PST . Exact schedule will be confirmed at the time of offer. Key Responsibilities: Provide real-time support via phone, email, and chat across all partner channels, ensuring timely and high-quality service. Manage a high volume of inbound and outbound communications within a queue-based environment while maintaining accuracy and efficiency. Troubleshoot technical and process-related issues, escalating appropriately to ensure timely resolution. Deliver accurate and comprehensive information regarding Trupanion products, coverage, policies, claims, and partner programs. Research and resolve complex partner inquiries, providing thoughtful, solution-oriented responses. Navigate challenging situations with professionalism, sound judgment, and a customer-first mindset. Collaborate cross-functionally with internal teams to ensure a seamless and positive partner experience. Consistently meet or exceed established productivity, quality, and customer satisfaction metrics. Experience: At least 2 years of experience in a customer- or partner-facing contact center environment Minimum of 2 years managing high-volume, multi-channel support across phone, chat, and email queues Exceptional verbal and written communication skills. Able to quickly learn and navigate 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. Experience in the veterinary, pet insurance, or healthcare industry is a plus. Compensation: The base hourly rate for this position is $22.00 on a full-time schedule. Along with base compensation, Trupanion employees are currently eligible for monthly bonuses. We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years. #LI-REMOTE Benefits and Perks: Full medical, dental, and vision benefits at no cost to the employee Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!) 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 Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards. For more information about Trupanion, visit Learn more about how Trupanion has revolutionized our industry and the reimbursement model: Trupanion is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills. We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.