Concierge Support Specialist - Remote | WFH

**Location: Remote (Weekend Availability Required)**

**About Us**

We are on a mission to redefine furniture for the modern home, where style meets everyday functionality. Our flagship product, a modular sofa celebrated as "The World's Greatest Modular Sofa," combines high-end design with practical features. With endless configurations, water-repellent and stain-resistant fabrics, machine-washable covers, and memory foam cushions, our furniture is built to last over a decade. We take pride in our sustainable craftsmanship, ensuring our products are free from harmful chemicals, making luxury accessible to all.

**Your Role in Our Customer Experience**

As a Concierge Support Specialist, you will be the friendly face of our customer experience, managing inquiries, order updates, returns, and service requests. You will collaborate closely with our Customer Concierge/Assembly team and operations to ensure smooth communication and exceptional service. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is committed to providing an outstanding customer experience. Weekend availability is a must.

**How You'll Make an Impact**

- **Deliver Exceptional Customer Service:** Provide prompt, professional, and personalized support through email, SMS, Slack, and phone.
- **Be a Problem-Solver:** Address customer inquiries related to orders, returns, shipping, and product details, ensuring quick and satisfying resolutions.
- **Maximize Customer Satisfaction:** Maintain high response rates, manage inboxes efficiently, and proactively follow up to ensure every customer leaves happy.
- **Master Our Tools & Systems:** Utilize platforms like Gorgias, NetSuite, Aircall, Slack, TaskRabbit, and DispatchTrack to manage customer interactions and internal processes.
- **Work as a Team:** Collaborate with fellow concierge members to cover shifts, troubleshoot complex issues, and refine processes that enhance customer service.
- **Maintain Brand Standards:** Uphold our voice and customer service policies in every interaction while tailoring responses to meet individual customer needs.
- **Stay Organized & Efficient:** Handle multiple tasks simultaneously, ensuring that no inquiry goes unanswered and every customer receives the support they need.

**What You Bring to the Team**

- 3-5 years of experience in Concierge Support, Customer Support, Client Services, or a high-volume contact center.
- Strong written and verbal communication skills, with impeccable grammar and attention to detail.
- A customer-first mentality; you genuinely enjoy helping people and go the extra mile to create positive experiences.
- Ability to stay calm under pressure, managing multiple conversations across diverse customer demographics.
- Tech-savvy and experienced with Google's suite of tools, Notion, Slack, Gorgias, NetSuite, Aircall, TaskRabbit, and DispatchTrack.
- A self-starter who can work independently while also thriving in a team environment.
- Weekend availability is required based on business needs.

**Why You'll Love Working with Us**

- **Competitive Pay:** Full-time salary based on experience.
- **Remote Work Flexibility:** Work from anywhere while staying connected with a dynamic team.
- **Comprehensive Benefits:** Health, dental, vision coverage, and paid time off.
- **Career Growth Opportunities:** Develop your skills in customer experience, operations, and concierge-level service.
- **A Culture That Recognizes You:** Join a supportive, collaborative team that values problem-solving and customer satisfaction.

**We Celebrate Diversity & Inclusion**

We are committed to fostering an inclusive workplace where everyone belongs. We welcome applicants from all backgrounds—regardless of race, ethnicity, gender, sexual orientation, age, disability, or any other defining trait. We believe that diversity fuels creativity and strengthens our team, making us better at what we do. If you're passionate about customer service and thrive in a fast-paced, high-touch environment, we'd love to hear from you!
Employment Type: Full-Time
Salary: $ 48,000.00 55,000.00 Per Year