Veterinary Partner Support Coordinator

Trupanion is seeking a dedicated and customer-focused Partner Support Coordinator to join our Partner Support 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 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 $22.00USD 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 Trupanions success so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.

#LI-REMOTE

Additional Information :

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 more about how Trupanion has revolutionized our industry and the reimbursement model: 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.

Remote Work :

No

Employment Type :

Full-time