Luxury Client-Care Concierge / Post-Sale Customer Success Specialist (Home Furnishings & Architectural Products)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

Full Time

SALARY

Competitive — we pay ABOVE market for th

HOURS PER WEEK

40

DATE UPDATED

Jul 26, 2026

JOB OVERVIEW

ABOUT US

We are a high-end home furnishings and architectural products company in the United States, specializing in luxury cabinetry, decorative plumbing, and custom millwork for premium residential projects. Our clients invest $40,000–$300,000+ in their homes. After the sale, they deserve white-glove care — and that is where YOU come in.

THE ROLE — in one sentence

You own everything that happens AFTER the sale, so our clients always feel taken care of and our founder can focus on serving new clients. You are the calm, capable person who makes problems disappear.

WHAT YOU'LL DO

Be the single owner of post-sale client issues: damaged items, missing items, warranty claims, "where is my order," reorders, and anything that needs following up.
When the founder forwards you a client issue (CC'ing the client), you take full ownership and resolve it — start to finish — while keeping the founder informed on the side.
Call US-based vendor and manufacturer support teams by phone to resolve issues, place reorders, track shipments, and escalate when needed. (This role is heavily phone-based — clear spoken English is essential.)
Provide live technical-support facilitation: when a client's plumber or installer is stuck on a job site, you take the intake, call the manufacturer's technical support, explain the issue with the PO and part numbers ready, and connect/conference the client with the vendor so the problem gets solved in real time. Speed matters — you get people un-stuck fast.
Collect photos/videos from clients or installers, relay them to vendors for diagnosis, and keep everything on record.
Manage back-and-forth email correspondence with vendors until every issue is fully resolved.
Update our internal platform (Odoo — training provided) with the status of each issue, which automatically keeps the client informed of progress.
Proactively follow up and catch small problems before they become complaints.
Handle every client with warmth and total care — ESPECIALLY when they are frustrated. You never lose your composure. You make people feel heard and taken care of, every time.
Close each issue with the client genuinely satisfied.

WHO WE'RE LOOKING FOR (required)

Excellent, polished spoken English — you will be on the phone with US vendors and clients daily. Clear, professional, warm phone presence is non-negotiable. (We will do a voice interview.)
Exceptional problem-solver — you don't just report problems, you resolve them. You're resourceful, persistent, and organized.
Emotional steadiness — you stay calm, kind, and professional even with a frustrated or upset customer. You never break, never get defensive, never let a hard call rattle you.
Systematic follow-up — nothing falls through the cracks. You track every open issue to resolution.
Confident on the phone — making outbound calls, navigating phone systems, holding, conferencing calls together, being persistent but gracious.
Comfortable learning a CRM / ticketing system (we use Odoo — full training provided).

WHAT MAKES YOU STAND OUT (we pay extra for these)

Background in building materials, architecture, construction, plumbing, cabinetry, millwork, or interior design/home furnishings. If you already understand the products and the industry, you'll ramp faster and speak our clients' language — and we will pay a premium for that knowledge.
Luxury / high-end customer service background — luxury hospitality, high-end retail, concierge, five-star hotel, or premium brand experience. You understand what white-glove service feels like.
Bonus: Italian language — some of our vendors are in Italy. The ability to correspond with or call Italian teams (potentially during US overnight hours) is a valuable plus, though not required.

HOURS

Primarily aligned to US business hours (Pacific Time) for US vendor calls.
We may structure this role for extended or overnight coverage in the future. Let us know your availability and flexibility.

WHY THIS ROLE IS DIFFERENT

You won't be a faceless VA buried in tasks. You'll be the trusted owner of our clients' post-sale experience — built directly into our systems and workflow, with real ownership and real impact on a growing luxury brand. As we grow, this role grows.

HOW TO APPLY — please read carefully

To apply, please do ALL of the following:

In the FIRST line of your reply, write: "White Glove" (so we know you read the full posting).
Tell us in a few sentences about a time you resolved a difficult customer problem — especially one where the customer was upset — and how you kept them happy.
Tell us about any background you have in building materials, construction, plumbing, cabinetry, architecture, interior design, or luxury/high-end customer service.
Record and attach a short voice recording (30–60 seconds) — introduce yourself and describe how you'd handle a client whose item arrived damaged. We want to hear your phone English and your tone. Applications without a voice recording will not be considered.
Note your available working hours and your flexibility for extended/overnight coverage.

We read every complete application carefully. The right person will build a real career with us.

SKILL REQUIREMENT
Email Support English Speaking Customer Service
VIEW OTHER JOB POSTS FROM:
SHARE THIS POST
facebook linkedin
  BENCHMARKS  
Loading Time: Base Classes  0.0008
Controller Execution Time ( Jobseekers / Job )  0.0092
Total Execution Time  0.0106
  GET DATA  
No GET data exists
  MEMORY USAGE  
1,510,200 bytes
  POST DATA  
No POST data exists
  URI STRING  
jobseekers/job/Luxury-Client-Care-Concierge-Post-Sale-Customer-Success-Specialist-Home-Furnishings-Architectural-Products-1696510
  CLASS/METHOD  
jobseekers/job
  DATABASE:  onlinejobs (Jobseekers:$db)   QUERIES: 13 (0.0045 seconds)  (Hide)
0.0003   SELECT *
                                FROM exrates
                                WHERE rate_name = 'USD-PHP' 
0.0004   SELECT *
FROM `employer_jobs`
WHERE `job_id` = 1696510
 LIMIT 1 
0.0003   SELECT *
FROM `employers`
WHERE `employer_id` = 959124
 LIMIT 1 
0.0003   SELECT COUNT(*) AS `numrows`
FROM `t_thread` `t`
LEFT JOIN `t_thread_misc` `misc` ON `t`.`id` = `misc`.`thread_id`
WHERE `t`.`job_id` = 1696510
AND `misc`.`id` IS NULL 
0.0004   SELECT e.business_name, e.logo, e.website, e.rebill_date, e.date_added member_date, hits, DATEDIFF('2026-07-29',ej.date_added) duration_days, DATEDIFF('2026-07-29',e.rebill_date) duration_rebill, ej.*, e.deactivate FROM employers e, employer_jobs ej WHERE e.employer_id = ej.employer_id AND
                                   ((e.user_level >= '500' AND ej.date_added <= e.rebill_date)
                                   OR e.employer_id = '' OR (ej.date_approved <> '2000-01-01' and DATEDIFF('2026-07-29',ej.date_added) <= 14 ))
                                   AND e.deactivate != 1 AND ej.deleted = 0 AND job_id = '1696510' 
0.0003   SELECT *
FROM `employer_jobs_skills` `ejs`
LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id`
WHERE `job_id` = 1696510 
0.0007   UPDATE employer_jobs SET hit_counts = '***Jul-26-2026=1059***Jul-29-2026=2' WHERE job_id= '1696510'  
0.0006   UPDATE employer_jobs SET monthly_hits = '***Jul-2026=1060' WHERE job_id= '1696510'  
0.0003   SELECT date_sent FROM jobseeker_sent_emails WHERE jobseeker_id = '' AND job_id = '1696510' AND status LIKE 'sent%' ORDER BY id DESC  
0.0002   SELECT *
FROM `employer_jobs_skills` `ejs`
LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id`
WHERE `job_id` = 1696510 
0.0003   SELECT COUNT(*) AS `numrows`
FROM `employer_jobs`
WHERE `employer_id` = '959124'
AND `date_added` >= '2022-06-08' 
0.0003   select * from teasers 
0.0002   SELECT * FROM skill_categories WHERE skill_cat_id='' 
  HTTP HEADERS  (Show)
  SESSION DATA  (Show)
  CONFIG VARIABLES  (Show)