Customer Support Concierge (Remote)

Joining Universal Genève at this stage means becoming part of a rare and defining relaunch, with the opportunity to help shape a new standard of client experience.
For those who value craft, ownership, and excellence in execution, this role offers the chance to contribute to a truly distinctive and modern vision of luxury service.

Known as the “Couturier de la Montre”, the Maison unites technical excellence with refined design, crafting timepieces with the same precision, creativity, and attention to detail as a couture creation.

Its revival is shaped by exceptional timepieces and a commitment to offering a client journey that is seamless, personal, and elevated.

This philosophy shapes the Boutique Concierge role, where service is approached with the same care and precision as watchmaking itself.

The Boutique Concierge is a hybrid, high-touch luxury client interface operating from a dedicated space within the flagship New York City boutique. Reporting to the Boutique Director with a functional dotted-line to the Breitling Contact Center (CRC) Team Lead in Connecticut, this role acts as the bridge between regional contact center operations and high-touch retail hospitality.

This role is outbound-focused and content-led, dedicated to cultivating relationships across the Americas through private appointments, video viewings, remote sales, and clienteling. While maintaining remote client touchpoints via Salesforce and telephony, the Ambassador steps onto the boutique floor to deliver elevated, in-person hospitality during peak traffic windows.
The workload is balanced at 65% Retail (Boutique Sales & Floor Hospitality) and 35% Conciergerie / Contact Center Support. The Ambassador also serves as the second-in-line backup for inbound Americas hotline calls when the primary Connecticut team is unavailable.

Remote Clienteling, Outbound Outreach & Video Sales (Concierge)
Outbound Client Development: Proactively engage collectors and prospective clients across the Americas via phone, email, and digital channels for remote sales, event invitations, and special piece allocations.
Digital Consultation Suites: Host private, high-definition video consultations and virtual watch viewings from the dedicated back-office Conciergerie suite in the NYC boutique.
Secondary Hotline Support: Act as the second-line response for inbound phone calls via Aircall when Connecticut CRC team members are unavailable.
Case Resolution: Manage cases assigned or escalated via Salesforce from the Connecticut CRC team, ensuring end-to-end follow-through and seamless continuity without loss of quality.

Boutique Floor Presence & Luxury Retail (Retail)
High-Touch Floor Support: Step onto the boutique floor in full Maison uniform during peak retail traffic windows (midday lunch rush and evening post-work rush) to host walk-in VIPs, manage foot traffic, and deliver exceptional service.
Transition remote client relationships into in-person boutique appointments, hosting collectors who visit the NYC boutique.
Operations & Presentation: Participate in pre-opening setup, security/safe routines, daily morning team briefings, and post-closing floor reconciliation alongside the boutique team.

Data Discipline & Systems Management
Support CRM Management: Maintain flawless client records within Salesforce, capturing qualitative insights, personal preferences, and detailed interaction histories.
Cross-Functional Coordination: Act as a central relay between remote clients, the NYC boutique team, HQ teams, and logistics/after-sales to manage deliveries and custom requests

Luxury Experience: Minimum 3–5 years in luxury client services, high-end watchmaking/jewelry retail, private client relations, or premium hospitality.
Demonstrated ability to transition seamlessly between digital clienteling/phone communication and high-touch, in-person luxury retail sales.
Proficient with CRM platforms (Salesforce) and cloud telephony.
Excellent verbal and written English; fluency in French or Spanish is an asset.
Strong self-management skills to strictly maintain the balance between remote contact center commitments and boutique floor duties.
Poise & Ownership: High emotional intelligence, composure during client escalations, and a commitment to quiet excellence and attention to detail.

If you are ready to measure, cut, and stitch the future of our retail excellence, we invite you to shape the vision of our New York City flagship. We encourage everyone to bring true authenticity to work and contribute to our shared mission to redefine luxury. We prioritize the well-being of our employees by fostering an environment of diversity, equity, and inclusion, where every voice is heard and valued.

Medical, Dental, and Vision benefits
Group life insurance and disability benefits
Paid parental leave and adoption support
Gym and Vision reimbursements
Retirement Savings Plan (401k) with company match
Employee Assistance Program
The range of this position is $26 - $28/hourly. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All qualified applicants will receive consideration for employment without regard to age, sex, sexual orientation, gender identity, race, color, creed, religion, ethnicity, national origin, citizenship, disability, marital status, military status, pregnancy or any other legally-recognized protected basis prohibited by applicable law.