Concierge Specialist

Sundays for Dogs • Cleveland, OH

15h • Hybrid

About The Position

The Brand Sundays for Dogs is a founder-led, direct-to-consumer brand reimagining pet food so dog owners can spend more quality time with their dogs — now and later. We make human-grade, air-dried food that supports long, healthy lives, and we build our company around shared core values that guide how we work and how we treat each other. We move with urgency, challenge assumptions, and hold ourselves to a high bar because what we’re building matters. Our subscription model is the backbone of how we serve customers, delivering better food and a better experience straight to their door. The Team & Role The Customer Care team is responsible for building trusted, long-term relationships with our customers and their dogs. We support pet parents across every stage of their journey with Sundays, blending empathy, expertise, and proactive care to ensure customers feel confident, informed, and supported. This team works closely with Care, Nutrition, Veterinary, and Fulfillment partners to deliver a best-in-class experience that reflects the quality of our food. The Concierge Specialist is a newly created role on our Customer Care team. it plays a critical role in shaping a customer’s first impression of Sundays. This role owns proactive, outbound communication with new subscribers from their first delivery through their third, ensuring a smooth onboarding experience and building early trust. You will guide new customers through feeding transitions, anticipate questions before they arise, and provide personalized support based on each dog’s unique profile. This is an hourly position that reports directly to the Customer Experience leadership team and does not have direct reports. The role is highly cross-functional and partners closely with Care, Fulfillment, Nutrition, and Veterinary teams to resolve nuanced customer needs and ensure a seamless transition into ongoing Care support. This role is based in Cleveland, Ohio. While much of the work may be completed remotely, candidates must be able to attend regular in-person meetings and collaborate onsite as needed. Flexibility to work both from home and in person is required.

Requirements

• Experience in concierge support, hospitality, premium customer care, or high-touch service environments
• Experience supporting new or onboarding customers, ideally in a subscription-based, wellness, or direct-to-consumer business
• Strong written and verbal communication skills, with the ability to explain complex information clearly and reassuringly
• Comfort with proactive, outbound customer communication
• The ability to manage multiple customer journeys simultaneously while maintaining a personal, thoughtful approach

Nice To Haves

• Experience in pet care, veterinary environments, animal nutrition, or pet retail (a plus, but not required)

Responsibilities

• Own the new-subscriber experience from first delivery through the third delivery
• Proactively engage new customers through outbound communication during onboarding, first feeding transitions, and early deliveries
• Provide personalized guidance on feeding plans, transitions, sensitivities, and wellness considerations based on each dog’s profile
• Anticipate common early-stage concerns such as appetite changes, stool quality, delivery timing, and subscription adjustments, and address them before they become friction points
• Monitor upcoming deliveries and follow up at key milestones to ensure clarity, comfort, and confidence
• Coordinate closely with Fulfillment, Nutrition, and Veterinary partners to resolve complex or nuanced customer needs
• Document customer insights, preferences, and pet history thoroughly to ensure a seamless transition into ongoing Care support
• Represent the Sundays brand with warmth, expertise, and reliability in every interaction

Benefits

• Unlimited PTO – we trust you to take the time you need
• Equity program – a chance to own part of the company
• 401k plan with employer match – invest in your future
• Annual work-from-home stipend – set up your workspace for success
• Competitive Medical, Dental, Vision plans – company covers 80%
• Sundays subscription for your pup – because we care about your furry friends
• Parental leave & PAWrental leave – support for growing families, both human and pet
• Discounted pet insurance – keep your pets happy and healthy

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees