Remotehey

Job Title: Account Manager (Puppy Concierge Team)

ABOUT PUPPYSPOT

PuppySpot is the leading puppy placement service in America.

We combine our passion for puppies with a commitment to excellent service and delivering unconditional love in an empathetic, thoughtful, and expert way. Our team works closely with the nation’s best breeders to ensure that our customers can find their perfect puppy, and that the puppy arrives at their door ready to love and be loved.

Our culture is fun and focused on constantly improving our ability to serve and support each other, our customers, our breeder partners, and of course, our puppies. While we share a passion, we also embrace differences. In hiring we are an equal opportunity employer that considers all qualified applicants equally, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

Finally, we don’t take our leadership position for granted. We are committed to our personal and professional growth, to striving always to be the best in the business, to be the perfect puppy people.

*PuppySpot is a fully remote company. We’re completely fine with employees working from anywhere in the United States.

Location: Remote (U.S.-Based)

Compensation: $45,000

Bonus: Up to $10,000 annually

ABOUT THE ROLE

As an Account Manager on the Puppy Concierge Team, you’ll serve as a guide and coordinator for families bringing home a new puppy. This position operates strictly as a service and facilitation role for the puppy placement itself, while also driving service-based revenue through add-on offerings such as safe delivery options, training kits, starter packages, and other non-puppy products.

All puppy purchases occur directly between licensed breeders and customers. The Account Manager’s purpose is to facilitate that process, maintain communication, and ensure that every family’s experience is organized, transparent, and positive.

WHAT YOU’LL DO

• Serve as the primary liaison ensuring timely updates, clarity, and transparency between customers, breeders, and internal teams.
• Coordinate details between families, breeders, and internal departments to guarantee each placement is completed accurately and on time.
• Review and manage breeder documentation, health records, and transport schedules with precision.
• Provide proactive communication to customers, ensuring clarity, empathy, and consistent follow-through.
• Present and educate families on PuppySpot’s value-added service offerings including delivery, training resources, starter kits, and other non-puppy products that enhance the customer experience.
• Recommend the most suitable delivery or service package based on each customer’s needs, focusing on convenience, safety, and care quality.
• Maintain detailed CRM records of all communications to ensure accuracy and compliance.
• Support operational consistency by following structured processes and quality standards.
• Track and deliver results tied to service quality, completion timeliness, upsell performance, and customer satisfaction.
• Ensure full compliance with company policy and California AB 519 requirements, including clear role boundaries between puppy facilitation and service-based sales.
• This role does not negotiate puppy pricing, make offers, or close puppy sales.

WHAT WE’RE LOOKING FOR

• 2+ years of account management, client success, logistics, or operations experience.
• Excellent communication and organizational skills.
• Strong attention to detail with the ability to manage multiple customer relationships simultaneously.
• Experience presenting or recommending service options in a professional, customer-first manner.
• Ability to thrive in a remote, fast-paced, and structured environment.
• Proven reliability and follow-through on tasks, timelines, and commitments.
• Experience with HubSpot, Salesforce, or other CRM tools preferred.

YOU’LL THRIVE HERE IF YOU ARE:

• Organized, proactive, and solutions-oriented.
• Motivated by helping families and ensuring positive outcomes.
• Skilled at educating and guiding customers through structured decision processes.
• Empathetic, professional, and consistent in communication.
• Excited to be part of a mission that combines heart and operational excellence.

WHY YOU’LL LOVE IT HERE

• Competitive base salary with opportunities for career growth.
• Fully remote work environment.
• Medical, dental, vision, and pet insurance.
• 401(k) with company match.
• Paid time off, holidays, and flexible spending accounts.
• Friends & Family discount on PuppySpot puppies.
• A team that values performance, purpose, and connection.

Key Details:

This position operates in full compliance with California Assembly Bill 519 (AB 519). Account Managers do not participate in the sale or negotiation of puppies. They act solely as facilitators of breeder-to-customer placements while lawfully promoting and selling non-puppy service products that enhance the overall customer experience.