Member Experience Coordinator

Small Door; Boston (MA); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Competitive salary

Health, dental + vision insurance

401K with 4% company match

Generous paid-time off

One Medical membership

Equity ownership

Discounted veterinary care

Job summary

Small Door in Boston is looking for a Member Experience role focused on overseeing scheduling and managing member communications. Ideal candidates will have 2+ years in a hospitality-focused job, demonstrate excellent communication skills, and be motivated, empathetic team players. The position offers a competitive salary, health benefits, equity ownership, and generous paid time off, all in a collaborative and inclusive environment committed to positive veterinary care experiences.

Qualifications

• 2+ years working in a hospitality-focused role.
• Drive to work for a company with a startup mindset.
• Ability to work flexible/non-traditional hours including weekends.
• Must be able to lift up to 25lbs on occasion.
• Availability to work 40 hours a week including one weekend day.
• Passion and a love for animals, especially cats and dogs.

Responsibilities

• Oversee the scheduling system and wait time for all members.
• Manage calls, emails, and additional communications.
• Source of knowledge for our members by answering questions.
• Deliver all billing communications during visits.
• Seek out feedback and communicate to proper channels.

Skills

Customer service oriented

Excellent communicator

Self-motivated

Team player

Attention to detail

Tools

Slack

Job description

Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. We designed and delivered a reimagined veterinary experience via a membership that includes exceptional care, 24/7 telemedicine, and transparent pricing - delivered with modern hospitality in spaces designed by animal experts to be stress-free. We opened our flagship location in Manhattan's West Village in 2019 and have quickly expanded across the East Coast. Small Door now operates in New York City, Boston, Washington DC, Maryland and Virginia with continued expansion plans in 2026.

At Small Door, our Member Experience team is part of a supportive and collaborative network invested in their growth. Our Member Experience team has the opportunity to work hand-in-hand with our medical team and have direct interactions with our members and their furry friends. We are committed to a healthy work/life balance by leveraging state-of-the-art technology to help cut down on repetitive administrative tasks, and are dedicated to creating and maintaining a positive work culture. Small Door is also the first and only veterinary provider in the country to earn Certified B-Corp status - meaning we abide by strict standards!

What You'll Do

• Oversee the scheduling system and wait time for all members
• Manage calls, emails, and additional communications
• Source of knowledge for our members by answering questions, sharing information etc.
• Deliver all billing communications during visits
• Seek out feedback and communicate to proper channels
• Maintain a clean, welcoming, and on-brand environment in our practice
• Bring hospitality and service to the forefront of our business
• Find solutions for our members
• Work with members to ensure smooth experiences
• Monitor and manage the practice by anticipating needs and serving our members

Who You Are

• 2+ years working in a hospitality-focused role (vetmed experience is a plus!)
• Drive to work for a company with a startup mindset, breaking tradition
• Self-motivated, team player, excellent communicator, attention to detail, and customer service oriented
• Ability to connect with others exudes empathy and compassion
• Must be able to work flexible/non-traditional hours including weekends
• Ability to lift up to 25lbs on occasion
• Availability to work 40 hours a week including one weekend day (schedule is four -10 hour shifts)
• Passion and a love for animals (especially cats and dogs!)
• Proficient in computer skills (familiarity with slack is a plus!)

What You'll Get

• Competitive salary
• Equity ownership
• Health, dental + vision insurance
• 401K (plus 4% company match)
• Upward mobility and growth opportunities
• Generous paid-time off, parental leave, and company wide holidays
• One Medical membership, Commuter benefits, Carrot Fertility benefits, subsidized Health & Wellness benefits
• Discounted veterinary care for your loved ones
• Growth opportunities
• An opportunity to make a real impact on the people around you
• A collaborative group of people who live our core values and have your back

#SDALLJOBS

Small Door is proudly committed to creating a diverse, inclusive and equitable workplace. We encourage qualified applicants of every background, ability, and life experience to apply to appropriate employment opportunities.