Concierge Coordinator Jobs

About Psychedelic Passage

Psychedelic Passage is a concierge service that leverages human connection to pair journeyers with a network of pre-vetted, professional guides in their local area. Our comprehensive vetting process ensures each hand-selected facilitator serves journeyers with integrity.

Our goal is to inspire trust, confidence, and lasting change in each journeyer. To date, our network of guides has facilitated hundreds of safe and transformational journeys for people all across the United States.

Our vision is to raise the collective consciousness by empowering individuals to heal from within by fostering a connection with their authentic selves through sacred psychedelic use. We are a heart-centered business, which means we lead from love and recognize that profit isn’t the sole focus of our business–helping people is.

Jimmy and Nick (the two founders) have both experienced the soul-sucking nature of corporate work–so we’ve deliberately created a culture that re-infuses humanity into the workplace. Our core values are empowerment, sacredness, and connection. We truly view our people as our greatest assets. Spaceholding, servant leadership, mentorship, and hosting company-sharing circles and retreats are some examples of our efforts in building community.

We started this company in 2019 because we believe in the healing power of ceremonial psychedelic use and we wanted journeyers to have access to this profound work without having to wait for the laws to change. We believe that the exploration of consciousness is a human right.

Everything we do is in the best interest of our clients and our team. We value cooperation over competition. We’ve done our best to come up with a business model that provides equitable access for people of all socioeconomic backgrounds.

As founders, we have an open-door policy when it comes to communication and feedback. We’ve created a company culture of teammates and not bosses/employees. All of our team members take ownership of their own personal and professional growth and feel supported and empowered by working with a group of like-minded individuals who operate with trust, transparency, and accountability.

We are all working together towards one common goal–to help usher in the world we all know in our hearts is possible. And toward this common goal, we are humble enough to recognize that we need help from a trusted and talented individual.

About the Concierge Coordinator Role

We are seeking a full-time Concierge Coordinator who’s committed to helping our organization run smoothly and efficiently while ensuring that both clients and facilitators get what they need at each step of the psychedelic healing journey. Your communication skills are a reflection of Psychedelic Passage and therefore our Co-Founders Nick Levich & Jimmy Nguyen.

This role will report directly to the Director of Operations and act as a liaison between our clients, facilitators, and operations team. This role involves the management of several moving parts, so the ideal candidate has previous experience in customer service, operations, and administrative roles. You must have direct experience working with the following software programs: HubSpot (or a similar CRM system), Calendly, Slack, Google Drive Suite, and PandaDocs.

This role has a semi-flexible schedule with the expectation you are available Monday-Friday during normal business hours and you have a minimum of 40 hours each week. We will provide all training required to perform the role successfully. We have established systems, processes, and SOPs to accompany the role. We prefer to hire folks for the long term (assuming it’s a mutual fit)--with the potential to grow within our organization.

The ideal candidate is both compassionate and technologically adept–meaning you have the emotional intelligence to correspond directly with clients while also ensuring that the appropriate corresponding actions take place in our CRM. Since we’re a startup company in an emerging industry, the ideal candidate is flexible and excited to adapt to evolving processes and standards.

This person is adept at multitasking while paying particular attention to detail. This person is a system and critical thinker and understands how one component of the process is interconnected and affects the entire platform. This person understands the importance of clear, thoughtful communication both within the organization and externally.

You will be responsible for sending contracts to clients within the designated Service Level Agreement. This is an extremely important role because the quality and expediency with which we respond to the journeyer and facilitators will inspire confidence, trust, and compassion in our organization.

Roles and Responsibilities:

Support Email/Concierge Responsibilities:

• Manage all inbound and outbound email communications
• Corresponding with clients via phone as required
• Respond to inbound text messages
• Compassionately communicating with distressed clients
• Triage emails by order of importance and respond to all emails within one business day

Client Management Responsibilities:

• Ensuring each client gets what they need at each step in the onboarding process
• Working with and reporting directly to the Operations Director to troubleshoot and resolve client issues, acting as an intermediary between Psychedelic Passage and its network of referral facilitators
• Routing clients to the correct facilitator

Overseeing Customer Journey / Customer Service

• Responsible for responding to all customer service scorecard responses and escalating any challenging feedback as needed
• Updating the CRM system to ensure the accuracy of the deal stage in the customer journey
• Reconciling discrepancies between CRM and Master Lead/Client Tracking Spreadsheet
• Tracking where each lead/client is in their customer journey
• Recommending and implementing ways to improve the customer journey

Administrative Responsibilities:

• Invoice auditing, management, and oversight
• Communicating/troubleshooting
• Sending legal documents
• Basic executive assistant functions include scheduling meetings, interviews, and networking engagements for our Co-Founders.
• Providing suggestions on how to improve existing CRM systems and company standard operating procedures
• Communicating with internal team members via Slack as needed

Requirements:

• You are accountable to yourself and to your teammates
• You think on your feet and articulate yourself well
• You healthily accept and implement feedback on how to perform your role better
• You thrive off of deadlines and have the focus and drive to work independently when needed
• You have strong critical thinking-and problem-solving skills
• You work in a transparent manner
• You have extensive experience in customer service
• You are extremely organized, delight in the details, and don’t let little things slip through the cracks
• You have clear, thorough, and confident communication skills
• You have experience with HubSpot (or a similar CRM system), Calendly, Slack, Google Drive Suite, and PandaDocs
• Psychedelic experience preferred but not required
• You are a self-starter and like to be autonomous while thriving in a team environment
• You love working within complex systems, and you have a thorough understanding of how to use technology and automation to improve processes
• You love people and truly care about their success
• You can multitask and work on multiple projects and responsibilities at the same time
• You take ownership of your work
• You are solutions oriented
• Your English grammar and writing skills are top-notch

Compensation:

This is a full-time remote position. We are paying a $60k starting salary for the role and responsibilities described above. This role has the potential to expand with the growth of the organization–our intention for the trajectory of this role would be to grow into the Director of Operations. We are a self-funded startup in an emerging industry–we hope to be at a point soon where we can offer bonuses, benefits, and other forms of compensation as well. The working relationship will start as a contractual relationship to ensure a good fit before shifting to an employee relationship after a proven track record.

Submit your resume to [email protected]