Customer Support Specialist

We’re hiring a Customer Support Specialist who can deliver an exceptional, concierge-level experience to our clients.

This is not a traditional customer service role.

It requires discretion, emotional intelligence, excellent written communication, and the ability to handle sensitive situations calmly and professionally.

You’ll be the front line of trust — managing high-touch client communication, resolving issues before escalation, and protecting the brand and reputation at all times.

This is a part-time, in-office role based in Miami, with a clear path to full-time for the right person.

Compensation

• $3,500/month or approximately $40/hour
• Part-time to start
• In-office role — Miami
• Opportunity to transition to full-time

What You’ll Be Responsible For

• Client Communication & Experience
• Provide white-glove, concierge-level support to clients
• Manage inbound and outbound communications
• Handle sensitive, emotional, or high-stakes client conversations with care
• Resolve issues proactively before escalation
• Maintain a calm, professional tone under pressure
• Case Ownership & Follow-Through
• Fully own client issues from first contact through resolution
• Coordinate internally with Operations, Sales, and Leadership
• Track ongoing cases and ensure nothing falls through the cracks
• Follow up diligently until resolution is confirmed
• Brand, Discretion & Judgment
• Act as a trusted representative of our brand
• Exercise excellent judgment in what to escalate and what to resolve
• Handle confidential information with absolute discretion
• Maintain consistency with brand voice, tone, and values
• Systems & Documentation
• Log conversations, outcomes, and next steps accurately
• Follow and improve SOPs for client support
• Identify recurring issues and suggest process improvements

What We’re Looking For

Required Skills & Traits

• Exceptional written and verbal communication
• Strong emotional intelligence and empathy
• Experience in high-touch, white-glove, or executive-level support
• Ability to remain calm and professional in tense situations
• High attention to detail and follow-through
• Strong judgment and decision-making skills

Nice to Have

• Experience supporting a founder, executive, or public-facing figure
• Background in luxury, hospitality, high-ticket services, or concierge support
• CRM or ticketing system experience
• In-office customer support experience

Who This Role Is NOT For

❌ Script-readers or template-only support reps

❌ People uncomfortable handling emotional or upset clients

❌ Candidates who over-escalate instead of resolving

❌ Anyone who lacks discretion or professionalism

This role requires maturity, composure, and trustworthiness.

If you or someone you know would be a strong fit, please send a message with relevant experience.