Job DescriptionPosition OverviewThe Director of Partner Support is responsible for leading the partner-facing inbound and outbound call center teams that support the company's core partner ecosystem - including breeders, veterinary practices, shelters, Veterans Affairs programs, and employee benefits partners, and our in field Territory Partners.
This role ensures that every partner interaction - whether inbound service or outbound engagement - is not only handled with operational excellence, but also reinforces growth-oriented strategies, such as building stronger relationships, supporting day-to-day needs, and identifying new opportunities for deeper partner engagement.
By combining service delivery with proactive partnership building, the Director of Partner Support plays a critical role in ensuring partner satisfaction, loyalty, and expansion.
This is a remote position open to candidates anywhere in the United States. 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.
Key ResponsibilitiesCall Center & Partner Support Leadership- 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.
Growth Through Service- 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.
Partner Relationship Development- 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.
Operational Excellence- 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.
Team Leadership & Development- 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.
Qualifications- 10+ years of experience in call center or customer service leadership, with at least 5+ years managing multi-channel support teams.
- Background in healthcare, insurance, veterinary, or partner-driven businesses strongly preferred.
- Proven success in integrating sales/growth strategies into customer support environments.
- Experience managing large teams across inbound, outbound, and blended call centers.
- Strong analytical skills, with the ability to build and interpret dashboards and KPIs.
- Excellent relationship management, communication, and coaching skills.
Leadership Competencies- Service-Driven: Champions world-class support as the foundation of partner loyalty.
- Growth-Oriented: Identifies and activates opportunities to expand engagement in every partner interaction.
- Operational Expert: Skilled at scaling and optimizing call center operations.
- Cross-Functional Partner: Ensures support aligns with field, partnership, and operations leadership.
- People Leader: Builds motivated, skilled, and customer-focused teams.
Compensation:- The pay range for this position is $120,000 - $130,000, on a full-time schedule.
- Along with base salary, 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.
QualificationsAdditional InformationBenefits 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.
