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Client Care Operations Specialist - Remote

Gateway Services Inc.

Role overview

Qualifications

  • Compassionate and detail-oriented
  • Previous customer service experience preferred
  • Ability to communicate with empathy and professionalism
  • Ability to handle emotionally sensitive situations

Responsibilities

  • Provide operational, administrative, and analytical support for client care programs
  • Support North American veterinary clinics and pet parents via phone, email, and in person
  • Coordinate training initiatives and ensure consistent client care processes
  • Assist with reporting, quality assurance, and customer service initiatives

About the company

Gateway Services Inc. logo

Gateway Services Inc.

Pet Services

Gateway Services is North America’s leading accredited pet aftercare provider offering 24/7 professional grief support, memorial keepsakes, pet burial, and fully trackable pet cremation. With 150+ locations, 2,000 team members and servicing over 17,000 veterinary clinics across North America, Gateway has built a solid reputation for providing compassionate and respectful aftercare for pets and the people who love them.Built on the foundation of Gateway Pet Memorial Services, Canada’s first accredited pet aftercare provider, Gateway Services Inc. continues to carry the legacy of ethical pet cremation across North America.As a team of talented people with a shared vision for upholding the highest pet aftercare standards in the industry, we believe that the same principles that guided the path of Gateway Pet Memorial – respect, honesty, trust, and integrity – hold true for today.From our leading-edge technology and extensive line of products to our streamlined processes and modern facilities, we have established the benchmark for the highest level of pet aftercare across our group of companies.With a solid reputation for helping veterinary partners give their clients the best pet aftercare services possible, we are always mindful of our special responsibility to provide a dignified and respectful memorial choice for every pet.OUR VISIONAs the cornerstone for pet aftercare, we will continue to build our family of companies and create meaningful partnerships in order to offer the best pet aftercare services across North America.OUR VALUES• People First• Exceed Expectations• (HIT) Honesty, Integrity, Trust• Be Passionate and Caring• Continuously ImproveGateway has proudly achieved the esteemed Great Place To Work Certification™ in both Canada and the USA, a testament to our exceptional workplace culture and employee satisfaction. Join our team and experience the rewarding environment that has earned us this prestigious recognition.

Company details

Company typeSME
IndustryPet Services
Company size201 - 500

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Job description

Client Care Operations Specialist | Customer Care & Family Support

(Internal Title: Client Care Operations Specialist)

Location: Remote
Compensation: $60,000-$65,000/yr
Schedule: Full-Time
Benefits: Industry-Leading Benefits Package

Make a Difference When It Matters Most

At Gateway Services, we help families through one of life's most difficult moments by providing compassionate pet aftercare services.
 
As a Client Care Specialist, you'll be the first point of contact for veterinary clinics and pet parents, guiding them with empathy, professionalism and care. Every conversation helps ensure pets are cared for with dignity and families receive the support they deserve.
 
If you're compassionate, detail-oriented and enjoy helping people, we'd love to hear from you.

Why Gateway?

You're joining North America's leading pet aftercare provider. We invest in our people through competitive pay, industry-leading benefits, paid training, career development and supportive leadership.

Unique to Gateway

Every Client Care Specialist has access to Gateway CarePath—our confidential emotional wellness program designed specifically to support employees working in pet aftercare.

What You'll Do


The Client Care Support Specialist provides operational, administrative, and analytical support for Gateway's client care programs across North America. This role supports the Manager, Client Care in maintaining service standards, monitoring performance metrics, coordinating training initiatives, and ensuring consistent client care processes across all Care Centers.

The Client Care Support Specialist serves as a key resource for Care Center leaders and client care teams by assisting with reporting, quality assurance activities, customer service initiatives, and continuous improvement projects designed to enhance the overall client experience.


  • Support North American veterinary clinics and pet parents by phone, email and in person.
  • Answer questions with empathy and professionalism.
  • Accurately enter service requests and special instructions.
  • Coordinate closely with Operations to ensure every promise is fulfilled.
  • Support pet parent viewings and order pickups when required.
  • Resolve concerns promptly while maintaining customer confidence.
  • Help create a compassionate experience for every family we serve.

Is This You?

  • You enjoy helping people during important moments.
  • You communicate with empathy and professionalism.
  • You pay close attention to detail.
  • You stay calm in emotionally sensitive situations.
  • You enjoy working in a fast-paced environment.
  • You work well as part of a team.
  • You take pride in delivering exceptional customer service.


Previous customer service experience is preferred, but we'll provide all the training you need to succeed.

Working Environment

  • On-site position within a Gateway Care Center.
  • Frequent interaction with veterinary clinics and pet parents.
  • Telephone, email and face-to-face customer service.
  • Fast-paced work requiring organization and attention to detail.
  • Collaboration with Operations to deliver exceptional service.

Benefits You'll Appreciate

We believe taking care of our Team Members is just as important as taking care of the families we serve.

  • Medical, Dental & Vision coverage
  • 401(k) with employer matching contributions
  • Company-paid Life Insurance
  • Company-paid Long-Term Disability
  • Paid vacation and company holidays
  • Paid training and career development
  • Employee Assistance Program (EAP)
  • Gateway CarePath emotional wellness program
  • Health Savings Account & Flexible Spending Accounts
  • Pet Insurance
  • Employee Discount Marketplace
  • Career advancement opportunities

Ready to Make a Difference?


If you're looking for a career where compassion, professionalism and attention to detail truly matter, we'd love to hear from you.
 
 Join Gateway Services and help provide exceptional care to veterinary partners, pet families and the pets entrusted to us.

Apply today.

 

New employees to Gateway will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov


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Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
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