Pawsome

Role Description 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. What You'll Be Responsible For - Client Relationship Management - 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 - Concierge Operations Support - 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 - Customer Experience Leadership - 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 - Team & Communication Coordination - 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 Qualifications - 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 Requirements - Customer service leadership - Concierge, hospitality, luxury service, or client experience roles - Operations coordination - Experience working remotely and independently - Pet industry experience is a strong asset - Experience using CRM, scheduling, or communication tools Bonus Skills - Speaking French is a strong asset - Experience in premium service brands or hospitality environments - Familiarity with fast-paced service operations The Type of Person Who Thrives Here - You genuinely enjoy helping people - You notice small details others miss - You believe communication and relationships matter - You can balance empathy with structure - You want to help build something modern, premium, and fast-growing Benefits - Fully remote position - Be part of one of Canada's emerging premium pet concierge brands - 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