Trust & Care Coordinator

Barkbus is the nation's premier mobile dog grooming company. We are dog-loving creatives, operators, technologists, and entrepreneurs taking a Silicon Valley startup approach to disrupt and modernize the fragmented legacy pet grooming industry. Driven by our mission to deliver joy to pets and their people, we're proud to operate across California, Arizona, Colorado, Texas, Georgia, North Carolina, Florida, and Virginia. We're the fastest-growing pet health & wellness startup in the country and would love you to join us in building the nation's beloved pet brand.

We're a collaborative, high-quality team of dog-lovers that solves problems with thoughtfulness, empathy, and speed. We have a big dream: to build a generational company that remakes the pet health & wellness industry nationally. We're a fun, ambitious group that is working to build something new in pet care. We move with high velocity, collaborate closely, and deliver results faster than anyone in the market. We want your time at Barkbus to be the greatest time of your career. If you're ready to build the future of pet care with high standards and speed, come on board. We need exceptional people to help us build something new in the world.

As a Trust & Care Coordinator, you'll own Tier 2 customer escalations with empathy, accuracy, and follow‑through. You'll investigate issues, coordinate with cross‑functional partners, and ensure customers feel genuinely cared for while we restore trust and keep quality high across our services.

• Serve as the primary owner for Tier 2 customer escalations, applying clear, empathetic communication to resolve concerns and rebuild trust.

• Investigate cases using records, photos, groomer notes, and appointment history; synthesize facts and recommend next steps.

• Apply approved gestures (e.g., credits, refunds, redo/touch‑up appointments) in line with SOPs and guidance from the Trust & Care Lead.

• Follow up with customers via phone or text to confirm resolution and next steps.

• Maintain complete, timely documentation in the Trust & Care Tracker and Marathon; ensure internal teams are looped on changes.

• Coordinate with Grooming Ops Managers (GOMs) for stylist adjustments, coaching opportunities, and availability.

• Support QA prep, pattern spotting, and high‑priority follow‑ups in partnership with the Trust & Care Lead.

• Escalation Handling & Resolution (≈60%): Intake, assessment, investigation, and resolution of escalated cases.

• Customer Follow‑Up & Recovery (≈20%): Outreach, expectation‑setting, and recovery gestures.

• Documentation & Tracker Maintenance (≈10%): Clear summaries, outcomes, and cross‑team handoffs.

• Lead Support (≈10%): Case prep, trend reviews, and training insights.

• Empathetic Helper: You listen with care, anticipate needs, and take pride in making every client and team member feel valued and supported.

• Customer Obsessed: Delivering an outstanding experience is second nature—you go above and beyond to solve problems and ensure satisfaction.

• Fast, Focused Multitasker: You thrive in fast-moving environments, easily juggling calls, messages, and requests without missing a beat.

• Clear Communicator: Whether on the phone, by text, or in writing, your communication is always professional, positive, and accurate.

• Collaborative Team Player: You work closely with colleagues across functions, always ready to jump in and help—because every role matters at Barkbus.

• Proactive & Reliable: When you spot issues, you speak up and take action. We can count on you to see tasks through.

• 2+ years in escalation management, trust/safety, or service recovery in a high‑touch environment.

• Strong investigation and judgment skills; comfortable analyzing notes, photos, and timelines to determine fair outcomes.

• Clear, empathetic communicator—skilled at de‑escalation and expectation‑setting via phone and text.

• Detail‑oriented, organized, and consistent with documentation and handoffs.

• Team‑oriented: collaborates smoothly with CX, Grooming Ops, and Leadership.

• Resilient and steady under pressure; maintains a customer‑first mindset.

• Join a passionate, creative team remaking pet health & wellness

• Build genuine relationships—with both people and pets

• Thrive in a high-velocity, collaborative culture that values your ideas

• Opportunities for personal and professional growth as we scale nationally

Compensation: $7/hr

Working Hours: 12pm - 8pm PST (Sunday to Thursday) - FULL TIME

If you're ready to make pet parents smile, support talented Pet Stylists, and help build something extraordinary, we'd love to meet you. Apply today and help Barkbus deliver joy, one pet at a time.

#LI-Remote