Customer Experience Specialist - 20907

• Handle inbound and outbound conversations by phone and email with a tone that is warm, polished, and unmistakably on-brand.
• Adapt gracefully across spoken and written channels, making every client feel personally taken care of.

• Support customers on product selection, orders, installation guidance, samples, returns, and exchanges for a discerning, high-value clientele.
• Build strong product knowledge over time (training provided) so you can speak to the details with confidence.

• Own sensitive situations and escalations with composure, empathy, and discretion — the moments where a generic response would fall flat.

• Work alongside AI support tools to move quickly on routine matters, so your attention stays on the conversations that count.
• Share feedback that helps refine our brand voice and service standards.

• Fluent, polished English (C1/C2), written and spoken — a hard requirement. You correspond directly with English-speaking clients and must communicate with total confidence and nuance.
• Native or fluent Spanish.
• Prior experience delivering premium client service — luxury retail, high-end consumer goods, hospitality, concierge, or a comparable premium environment.
• Exceptional written communication; you write emails that feel personal, not templated.
• A calm, gracious phone presence, even in difficult conversations.
• Meticulous attention to detail and genuine care about getting the small things right.
• Comfort working with AI-assisted tools as part of your daily workflow.
• Availability during North American business hours (U.S. Eastern Time).

• Background in luxury fashion, design, furniture, home, jewelry, or a comparable premium category.
• Experience representing a brand across both voice and written channels.
• Experience serving both American and Canadian clients.
• Genuine interest in design, architecture, or interiors.

You are warm, polished, and genuinely gracious. You are highly organized and detail-obsessed, and you take pride in getting the small things right. You stay composed under pressure and understand that tone is everything in a premium client relationship. You have an instinct for what exceptional service sounds and reads like — because you have delivered it — and you are comfortable using technology to work smarter.

As part of the process, you will be asked to complete a short written reply to a sample customer scenario and a brief spoken conversation, so we can calibrate on tone and English fluency. We are less interested in a perfect apology template and more interested in how you make someone feel heard.