Role Description Bask is the best telehealth platform on the market. Our mission is to empower entrepreneurs and businesses to launch a DTC telemedicine company quickly and easily, abstracting away the complexities of the industry into an easy-to-use platform. With hundreds of features to meet the unique needs of telehealth, we put all the tools in our customers' hands for success. We are a rapidly growing startup, and we work with care and intention to create a high-performance company with the following in mind: - Speed Wins. Make decisions, move quickly, and know that if things go wrong, it's okay for you and the company. - Intuition, Then Data. We're a data-driven company. We start with our instincts and then use data to validate our decisions and improve. - Miles, Not Inches. Thinking small is a self-fulfilling prophecy. Favor bold ideas over incremental changes. - Customer-Obsession. We are obsessed with helping all our customers launch multi-billion-dollar companies with ease. - Ownership & Accountability, together. We embody a culture of extreme ownership, accountability, and teamwork. A look into the day to day: - Building logic-based questionnaires (asynchronous visits) through the Bask software. - Helping customers launch and upsell medications from start to finish. - Triaging Bask software and order-related questions and issues that come up for any of your accounts, any time of the day. Qualifications - A self-starter who is passionate about enhancing the customer experience. - Creative problem-solver, comfortable taking on projects that you have potentially never done before. - A people-person - empathetic, self-aware, low ego, and extremely positive. - Passionate and proficient in written and spoken communications. - 5+ years of experience in Customer Success, Client Services, or Customer Success at a SaaS organization. - Experience in e-commerce. - Experience with large- to enterprise-sized customer book of business. - Highly articulate, with the ability to communicate effectively both when speaking and writing. - Highly organized, with the ability to juggle multiple projects in a fast-paced environment. - Comfortable collaborating with different teams (product, sales, marketing, etc.). Requirements - Work AI-first: Use LLMs as your starting point to draft communications, structure problems, and think through customer needs. - Validate with real customers and iterate: Test your approaches with real patients, providers, and partners. - Make automation legible and trustworthy: Help customers understand what Bask's platform is doing on their behalf. - Share AI-native workflows: Document prompts, processes, and workflows that work. - Build strong relationships with Bask’s customers and own the full customer lifecycle. - Partner with customer stakeholders to develop custom engagement initiatives. - Manage all current customer data. - Analyze customer engagement metrics and use them to communicate value, trends, and opportunities. - Deliver program demos, provide insightful technical answers, and recommend creative ways to get the most out of the Bask platform. - Finding comfort in working in a fast-paced startup environment. - Believing no task is too small and no task is too tall. - Work weekends. Company Description

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

• We are looking for someone with a keen, analytical eye for CRM performance — the main guardian of our communications calendar, attentive to data and monitoring the conversion and profitability metrics of the channel. • Primary CRM focal point to pursue opportunities with other internal teams, requiring excellent relationships with institutional merchandising and brand teams to navigate across areas, participate in calendar creation, and bring the CRM perspective to co-create calendar opportunities. • Calendar Management and Orchestration: Plan, organize and ensure execution of the integrated CRM calendar, controlling send frequency to avoid message overlap and customer fatigue. • Performance Analysis and KPIs: Monitor and analyze daily key area indicators (Open Rate, CTR, Conversion, Unsubscribes, Revenue Generated and ROI). • Insights and Reporting: Consolidate the results of daily campaigns and automated journeys into clear reports, turning data into action plans for the team. • A/B Testing Culture: Develop, execute and document continuous A/B tests (subject lines, creatives, send times and segmentations) focused on performance improvement. • Segmentation and Database Hygiene: Identify behavior clusters and create segmented audiences for personalized campaigns, while safeguarding channel deliverability. • Stakeholder Interface: Act as the bridge between CRM and Commercial, Marketing, Product and Creative teams, ensuring alignment on timelines, receipt of briefings and deliveries without bottlenecks.

• Drive product, contact and creative strategies to develop and implement large scale CRM campaigns optimized using machine learning, predictive modeling, and personalized content. • Manage and execute the marketing campaign process from initial request submission to deployment with a focus on outbound marketing channels (e.g., email, SMS, push). • Audience segmentation & execution • QA of touchpoints, personalization elements, any dynamic content, etc.. • Campaign build and deployment • Design and implement A/B and multivariate tests that yield continuous improvements to our fan strategies and lift conversion rates. • Optimize lifecycle CRM campaigns (e.g., onboarding, reactivation) using insights and analytics along with automation tools to increase fan LTV. • Extracting key insights and learnings for future optimization and template efficiency. • Collaborate with internal stakeholders, partners, and vendors to build the most effective campaign strategies to meet performance targets.