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About the Role
As a Client Concierge Specialist, you’ll be the first point of contact for many of our clients and designers, bringing warmth, clarity, and steady judgment to every interaction. This role involves managing real-time communication channels, triaging inbound volume, and resolving specific requests while knowing when to escalate. It offers visibility into a high-growth luxury brand and the opportunity to develop deep product knowledge for future advancement.
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, and 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 request type, missing information, and next best steps.
- Provide accurate, brand-appropriate guidance while maintaining a high bar for tone and clarity.
- Escalate questions that require deeper product expertise, exceptions, or sensitive handling.
- Develop a deep understanding of Maiden Home products, materials and craftsmanship over time.
Requirements
- 2–4 years of total professional experience, ideally in a client-facing service environment.
- Experience in hospitality (hotel front desk, concierge, guest relations), luxury retail (sales associate, clienteling roles), premium DTC customer experience, or membership-based services.
- A warm, steady voice—both spoken and written; ability to communicate with clarity under pressure.
- Strong pattern recognition and triage instincts.
- Comfort owning the client experience without personally solving every issue.
- Excellent judgment about when not to answer and when to escalate.
- High attention to detail, strong follow-through, and ability to work calmly in a high-volume environment.
Skills
- Client communication
- Triage
- Pattern recognition
- Problem-solving
- Escalation
- Product knowledge
- Customer service
- Hospitality
Location
- NY Headquarters in Tribeca
Work Type
- In-office
- Full-time
Experience Level
- 2-4 years
Salary/Compensations
- $65,000 - $75,000
About the Company
- Client Services exists to make working with Maiden Home feel thoughtful, calm, and confident — especially when things are complex, emotional, or don’t go as planned.
- We are not just here to respond quickly; we are here to help clients and designers feel understood, supported, and taken care of.
- This is a highly dynamic and cross-functional role that will gain visibility into the inner workings of a high growth luxury brand.