Bilingual Partner Support Coordinator, French

Responsibilities

• 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.

• 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.
• Experience in the veterinary, pet insurance, or healthcare industry is a plus!
• 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.