Concierge Relationship Coordinator

Pawsome

3d • Remote

About The Position

At Pawsome | Your Pet Concierge, we are building the future of premium pet care and pet-inclusive living. We are not a marketplace or an app-driven gig platform. We are a concierge-led experience designed around trust, relationships, communication, and elevated care for both pets and their people. We are looking for a highly organized, relationship-driven Concierge Relationship Coordinator to lead and elevate the client experience across our concierge programs. This role is essentially the heart of our customer experience division. You will oversee communication with pet parents, support our concierge teams, help solve client concerns before they become problems, and ensure every interaction reflects the premium Pawsome experience.

Requirements

• Extremely organized and detail-oriented
• Calm under pressure and solution-focused
• A strong communicator with exceptional people skills
• Comfortable managing multiple conversations and priorities at once
• Hospitality-minded with a premium customer service approach
• Passionate about pets and modern pet parenting
• Able to think proactively instead of reactively
• Customer service leadership
• Concierge, hospitality, luxury service, or client experience roles
• Operations coordination
• Experience working remotely and independently
• Experience using CRM, scheduling, or communication tools

Nice To Haves

• Pet industry experience is a strong asset
• Speaking French is a strong asset
• Experience in premium service brands or hospitality environments
• Familiarity with fast-paced service operations

Responsibilities

• Serve as a primary point of contact for pet parent clients
• Build long-term trusted relationships with clients
• Ensure clients feel supported, heard, and cared for
• Handle client questions, scheduling concerns, service requests, and follow-ups
• Create a luxury-level customer experience across every interaction
• Coordinate communication between clients and concierge caregivers
• Help oversee daily service logistics and troubleshooting
• Ensure concierge notes, profiles, and service details are accurate
• Monitor service quality and client satisfaction
• Assist with onboarding new clients into the Pawsome ecosystem
• Help develop systems and standards that improve the client journey
• Identify recurring client issues and recommend operational improvements
• Support retention and relationship-building initiatives
• Maintain the tone, professionalism, and hospitality-level experience Pawsome is known for
• Work closely with operations, concierge teams, and leadership
• Help ensure fast response times and organized communication
• Support training and consistency around customer service standards
• Assist in maintaining WhatsApp, CRM, scheduling, and communication systems

Benefits

• Fully remote position
• Work in a fast-growing company redefining pet care and pet hospitality
• Growth opportunities within operations, leadership, and client experience
• Flexible and collaborative environment
• Work alongside a passionate team focused on raising standards in the pet industry

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed