Welcome to Puppy Sphere We’re a high-growth startup redefining the wellness category through the gentle power of puppy therapy.

As North America’s most loved puppy yoga company, we’re on a mission to bring people together through experiences that help them slow down, boost their mood, and make wellness a ritual worth coming back to.

We’ve welcomed over 450,000 guests across our 13 studios in the U.S. and Canada, built a community of over 400,000 people, and partnered with global brands including the NBA, TikTok, and Google to bring puppy therapy to workplaces, events, and communities.

We’re rapidly opening new studios and looking for passionate, ambitious people to grow with us.

If you thrive in a fast-paced environment, care deeply about people, and love raising the bar in everything you do, we’d love to hear from you

About Puppy Sphere

Welcome to Puppy Sphere We’re a high-growth startup redefining the wellness category through the gentle power of puppy therapy.

As North America’s most loved puppy yoga company, we’re on a mission to bring people together through experiences that help them slow down, boost their mood, and make wellness a ritual worth coming back to.

We’ve welcomed over 450,000 guests across our 13 studios in the U.S. and Canada, built a community of over 400,000 people, and partnered with global brands including the NBA, TikTok, and Google to bring puppy therapy to workplaces, events, and communities.

We’re rapidly opening new studios and looking for passionate, ambitious people to grow with us.

If you thrive in a fast-paced environment, care deeply about people, and love raising the bar in everything you do, we’d love to hear from you

Job Description





We're looking for a Head of Customer Experience to turn first-time guests into lifelong Puppy Sphere customers.

This is a remote role with direct ownership of customer satisfaction, retention, loyalty, memberships, and repeat revenue across our North American locations.

You’ll lead our Customer Experience team while building the strategies, systems, and programs that keep customers coming back. From exceptional customer service to membership growth, revenue-generating customer interactions, and innovative loyalty initiatives, you’ll play a meaningful role in how we scale.

We're looking for someone who thinks like a business owner, loves both people and numbers, and knows how to turn excellent customer experiences into measurable growth.

This is not just about keeping customers happy. It's about giving them every reason to come back.

Compensation

Total OTE: $80,500-$92,000 CAD

Base Salary: $70,000-$80,000 CAD

Performance-based bonus: up to 15% of base

Job Responsibilities Customer Experience & Team Leadership

- Lead, coach, and develop a high-performing Customer Experience team.
- Own customer service performance, including response times, resolution rates, satisfaction, and service recovery.
- Build scalable processes, service standards, training programs, and a centralized knowledge base across our locations.




- Improve customer accessibility through channels such as texting, live chat, email, and phone support.
- Identify opportunities to improve efficiency through technology, automation, and AI while maintaining a personal touch.

Customer Journey & Experience Improvement

- Own the customer feedback ecosystem, including surveys, reviews, and satisfaction tracking.
- Oversee Google Business Profiles, review management, and customer reputation.
- Analyze customer behaviour and feedback to identify friction points and opportunities.
- Partner with Studio Operations to support the improvement of the guest journey.
- Turn customer insights into actionable improvements that increase satisfaction and loyalty.

Customer Retention & Revenue Growth

- Drive growth and performance of memberships and class packs.
- Develop loyalty, referral, rebooking, and win-back programs that encourage repeat visits and increase customer spend.
- Partner with Marketing to execute high-performing retention campaigns.
- Identify opportunities to generate incremental revenue through customer service interactions, including bookings, membership upgrades, and qualified private event leads.
- Develop performance targets that motivate the CX team to drive revenue while delivering exceptional customer service.

Analytics, Reporting & Performance

- Own reporting and performance tracking for customer satisfaction, retention, memberships, customer service sales, and repeat revenue.
- Maintain clear dashboards and regular performance updates.
- Monitor customer feedback, identify recurring issues, and share actionable insights with Marketing

📌 Head of Customer Experience (Calgary)
🏢 Puppy Sphere
📍 Calgary