Concierge Relationship Coordinator

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.
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 Whats App, CRM, scheduling, and communication systems
What We're Looking For  You Are:
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
Ideal

Experience:

Customer service leadership
Concierge, hospitality, luxury service, or client experience roles
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
Why Join Pawsome?
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 care deeply about communication, professionalism, warmth, and attention to detail -- so let your personality come through in your application.