O pozici
Trupanion is a leading provider of medical insurance for cats and dogs in North America, and a new provider in Europe. Our mission is to help loving, responsible pet owners budget and care for their pets. We create solutions to ensure our members, their pets, and their vets experience unparalleled customer service. At Trupanion, we offer a collaborative, informal, and pet-friendly environment where everyone is encouraged to authentically be the best version of themselves.
Co budeš dělat
- Design, develop, and deliver training for new hires, retraining, and product or process updates using virtual and in-person instructor-led sessions, eLearning, and performance support tools.
- Create and maintain learning materials including facilitator guides, scripts, videos, job aids, and other digital learning assets.
- Facilitate and co-facilitate training sessions across multiple regions and languages.
- Evaluate training effectiveness using assessments, learner feedback, and performance data, and continuously improve learning solutions.
- Review and evaluate claims and member interactions (calls, chats, emails) for accuracy, compliance, and customer experience.
- Analyze quality findings and provide clear, actionable feedback and recommendations to leaders and stakeholders.
- Collaborate with subject matter experts and cross-functional partners to align training and quality initiatives with operational needs.
- Maintain current knowledge of processes, KPIs, and product or service changes impacting member interactions.
- Support continuous improvement by identifying skill gaps and contributing to targeted training solutions.
- Use translation tools as needed to review work and communicate across languages.
Koho hledáme
- 2+ years of experience in a customer- or member-facing role.
- 3+ years of experience designing, developing, and delivering training in virtual and/or in-person environments.
- Fluency in English, Czech, and French; German is a plus.
- Experience working with complex computer systems and digital tools.
- Experience working in a remote or distributed environment is an advantage.
Benefity
- 25 days of paid time off
- Five-week sabbatical after five years of employment
- Medical concierge service (Summus)
- Lifestyle Spending Account
- Family planning benefit (Carrot)
- Employee Assistance Program (EAP)
- Open, casual, pet-friendly, and fun work environment
