Offer summary

Qualifications:

Minimum of two years experience in administration, customer service, or technical support., Proficiency in Excel, Sheets, and CRM software; API knowledge is a plus., Strong interpersonal and communication skills with high emotional intelligence., Operational mindset with experience managing processes and client relationships..

Key responsibilities:

Coordinate onboarding processes and monitor ISP activation within CRM.

Maintain relationships with ISPs through check-ins and operational support.

Handle escalated service issues, complaints, and policy violations with professionalism.

Contribute to process improvements and internal documentation to enhance ISP satisfaction.

Job description

Welcome to Destination Pet. We are One Pack- a united team working together to elevate the love and lives of pet families. Our pet-obsessed professionals create a connected care network of trustworthy partners who bring creative innovation every day. We are revolutionizing the pet industry. Join us!

We are looking to add a Partner Relations Coordinator to our Yourgi team!

LOCATION : Fully Remote

REPORTS TO: Yourgi Client Onboarding Manager

PAY: $60,000 - $70,000/ annually

CORE RESPONSIBILITES:

ISP Management & Support

- Coordinate onboarding processes including account setup, credential checks, and orientation
- Track ISP activation and readiness within CRM
- Monitor performance trends including engagement, churn risk, and feedback
- Maintain day-to-day relations with ISPs, including scheduling check-ins and providing operational support
- Assist in retention strategies such as loyalty programs and community initiatives

Tier 2 Escalation Support

- Handle escalated tickets involving service issues, complaints, or policy violations
- Investigate cases using CRM history and internal documentation
- Coordinate with internal teams to issue refunds, rebookings, or ISP coaching when necessary
- Maintain professionalism and empathy when engaging both clients and ISPs

Process Improvement & Insights

- Contribute to internal documentation such as escalation playbooks and onboarding materials
- Identify and report inefficiencies or improvement opportunities in ISP lifecycle processes
- Partner with the Ops & Support team and other departments to streamline workflows and optimize ISP satisfaction

REQUIREMENTS:

Experience & Skills:

At least two years of admin, customer service, and technical support experience

- Analytical & technical proficiency

Strong skills in Excel, Sheets, and CRM software experience; API knowledge preferred; Data analytics tools is a plus

- Operational mindset

Experience managing processes, ISP relationships, and projects—often in client- facing or startup environments

- Interpersonal & communication skills

High emotional intelligence to support and influence partners; effective cross-functional communication

- Adaptable & results-oriented

Autonomous self-starter who thrives in fast-paced, evolving business conditions—and isn’t afraid to roll up their sleeves

PERKS:

Health, vision, dental, long & short-term disability, and Life insurance

A Startup mentality company with stable funding

401k match

Pet Care discounts

Flexible Time Off

Opportunity to grow your career with a network of like-minded professionals

Time away to renew and return with fresh perspective on how we can better serve

A community of colleagues who share your commitment to meaningful work in service of pets and their humans

Above all, the opportunity to contribute to work that matters - where the impact of what we do extends beyond business metrics to strengthen the bonds between pets and the humans who love them

Destination Pet LLC affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other characteristic protected by federal, state or local law. Equal Opportunity Employer Minorities/Women/Veterans/Disabled.
Destination Pet LLC endeavors to make our employment website and application process accessible to all users and applicants. In doing so, we provide reasonable accommodations to applicants with disabilities. If you have a disability and require a reasonable accommodation or assistance completing the application process, please contact a member of our recruitment team.

At Destination Pet, we're all about creating a workplace that's bursting with diversity and inclusivity. We don't play favorites or judge folks based on skin color, religion, gender, age, disability, or any other protected characteristics. Our hiring decisions are solely based on what you can bring to the team. So, we're throwing the door wide open for all like-minded candidates who believe in celebrating and honoring diversity and inclusion. Ready to join our pack?

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