Concierge Relationship Coordinator

Pawsome; Montreal; Remote; CAD 50,000 - 70,000; Full time

Benefits offered by this job

Growth opportunities

Flexible work environment

Collaborative team culture

Job summary

Pawsome is seeking a highly organized Concierge Relationship Coordinator to enhance client experiences. In this fully remote role, you will manage communications with pet parent clients, ensuring they receive premium service. Your responsibilities will include handling client inquiries, supporting concierge operations, and improving service quality.

The ideal candidate has strong organizational and communication skills, along with a passion for pets. Join Pawsome, a growing luxury pet concierge brand, and contribute to redefining pet care standards.

Qualifications

• Experience in customer service leadership or client experience roles.
• Ability to manage multiple conversations and priorities.
• Passionate about pets and modern pet parenting.

Responsibilities

• Serve as a primary point of contact for pet parent clients.
• Coordinate communication between clients and concierge caregivers.
• Help develop systems to improve the client journey.

Skills

Organizational skills

Communication skills

Problem-solving

Client relationship management

Customer service

Tools

CRM tools

Scheduling tools

Job description

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 WhatsApp, 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.