Concierge Relationship Coordinator

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

Benefits offered by this job

Growth opportunities within operations and leadership

Flexible and collaborative work environment

Work with a passionate team

Job summary

Pawsome is seeking a Concierge Relationship Coordinator in Toronto, Ontario, focusing on enhancing the client experience in a premium pet concierge service. You'll lead communication with pet parents and support our concierge teams to address client needs and concerns effectively.

This fully remote position is suited for an organized individual who thrives in customer service, ideally with experience in hospitality or the pet industry, and who is passionate about pet care and modern pet parenting.

Qualifications

• Experience in customer service leadership roles.
• Previous roles in concierge, hospitality, or luxury services.
• Passion for pets and modern pet parenting.

Responsibilities

• Serve as the primary point of contact for pet parent clients.
• Coordinate communication between clients and caregivers.
• Support retention initiatives and enhance client journeys.

Skills

Organized and detail-oriented

Strong communication skills

Customer service leadership

Hospitality-minded

Proactive thinking

Tools

CRM

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.