Trust & Care Coordinator - Remote

Overview

As a Trust & Care Coordinator, you’ll own Tier 2 customer escalations with empathy, accuracy, and follow‑through, ensuring customers feel genuinely cared for while we restore trust and keep quality high across our services.

In Short

• Serve as the primary owner for Tier 2 customer escalations.
• Investigate cases using records and appointment history.
• Apply approved gestures for resolution.
• Follow up with customers to confirm resolution.
• Maintain documentation in the Trust & Care Tracker.
• Coordinate with Grooming Ops Managers.
• Support QA prep and high-priority follow-ups.

Requirements

• 2+ years in escalation management or service recovery.
• Strong investigation and judgment skills.
• Clear, empathetic communication skills.
• Detail-oriented and organized.
• Team-oriented and collaborative.
• Resilient under pressure.

Benefits

• Join a passionate team remaking pet health & wellness.
• Build genuine relationships with people and pets.
• Thrive in a collaborative culture.
• Opportunities for personal and professional growth.