Client Concierge Specialist

About the role

This position is based in our NY Headquarters in Tribeca where we work together every day in office. The Client Services team daily schedule is 9am to 6pm for supporting our live client channels.

Responsibilities

• Manage all live client communication channels in real time, including phone and chat.
• Own a defined subset of inbound requests via email including:
• Care and maintenance guidance
• Material and finish questions
• Simple product and specification clarifications

Deliver a calm, confident, hospitality-forward experience, even when issues are heightened and/or complex.

• Triage all inbound emails quickly and accurately, categorizing and routing according to team processes and workflows.
• Apply fast pattern recognition to identify what kind of request it is, what information is missing, and what the next best step should be.
• Provide accurate, brand-appropriate guidance while maintaining a high bar for tone and clarity.
• Know when not to answer—escalating questions that require deeper product expertise, exceptions, or sensitive handling.

Requirements

• 2–4 years of total professional experience, ideally in a client-facing service environment in any of the following industries:
• Hospitality: hotel front desk, concierge, guest relations
• Luxury retail: sales associate, clienteling roles
• Premium DTC customer experience (not call centers)
• Membership-based services (clubs, wellness, travel)

Qualifications

• A warm, steady voice—both spoken and written; you can communicate with clarity under pressure.
• Strong pattern recognition and triage instincts: you quickly identify what a client is asking for and what should happen next.
• Comfort saying “I’ll take care of this” and owning the experience—without needing to personally solve every issue.
• Excellent judgment about when not to answer, and when to escalate.
• High attention to detail, strong follow-through, and the ability to work calmly in a high-volume environment.

Skills

• Exceptional communication skills
• Customer service orientation
• Problem-solving abilities
• Time management and multitasking skills

Benefits

• Flexible work schedule
• Professional development opportunities
• Competitive salary range: $65,000 - $75,000

Pay

• $65,000 - $75,000

Schedule

• 9am to 6pm