The French Bilingual Partner Support Coordinator will provide real-time, multi-channel support to Trupanion’s key partners, including veterinary hospitals, breeders, shelters, Territory Partners, State Farm, and participants in Hospital Employee Benefits and Veteran Affairs Programs. The role focuses on delivering exceptional service, resolving complex issues, and strengthening partner relationships in a high-volume, queue-based environment.
What You'll Do
- 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.
What We're Looking For
- Bilingual in English and French is required (Quebec French preferred)
- 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.
- Ability to quickly learn and navigate multiple programs including phone system, CRM, Excel, and other internal programs.
- Strong attention to detail and ability to follow standard operating procedures.
Nice to Have
- Experience in the veterinary, pet insurance, or healthcare industry is a plus!
Technical Stack
- phone system
- CRM
- Excel
- other internal programs
Benefits & Compensation
- Monthly bonuses
- Restricted Stock Units (RSUs) granted to all new team members, vesting over 4 years
- Flexible workplace with remote options
- Hybrid remote/in-office schedule for those in the greater Seattle area (work from office at least 3 days a week)
- Casual, pet-friendly office environment
Compensation: $23 an hour, full-time. Eligible for monthly bonuses and Restricted Stock Units vesting over 4 years.
Work Mode
- Hybrid role
- Remote eligible for US candidates
- Greater Seattle area: hybrid with at least 3 days in office weekly
Trupanion is an equal opportunity employer committed to diversity and inclusion in the workplace.