Client Concierge Specialist

Client Services exists to make working with Maiden Home feel thoughtful calm and confident especially when things are complex emotional or dont 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.

As a Client Concierge Specialist youll be the first point of contact for many of our clients and designers. Youll bring warmth clarity and steady judgment to every interactionmaking it easy for clients to get help and ensuring requests land with the right owner quickly and cleanly. Youll run our real-time channels triage inbound volume and resolve a defined set of requests while knowing when to escalate.

This is a highly dynamic and cross-functional role that will gain visibility into the inner workings of a high growth luxury brand. Our goal is for this position to develop a deep understanding of Maiden Home products materials and craftsmanship and use that knowledge to advance into a more specialized Advisory position over time.

This position is based in our NY Headquarters in Tribeca where we work together every day in office. The Client Services team daily schedule is 9am to 6pm for supporting our live client channels.

• 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
  • 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 what kind of request it is what information is missing and what the next best step should be.
• Provide accurate brand-appropriate guidance while maintaining a high bar for tone and clarity.
• Know when not to answerescalating questions that require deeper product expertise exceptions or sensitive handling.
• Over time develop a deep understanding of Maiden Home products materials and craftsmanship.

• 24 years of total professional experience ideally in a client-facing service environment in any of the following industries:
  • Hospitality: hotel front desk concierge guest relations
  • Luxury retail: sales associate clienteling roles
  • Premium DTC customer experience (not call centers)
  • Membership-based services (clubs wellness travel)
• A warm steady voiceboth spoken and written; you can communicate with clarity under pressure.
• Strong pattern recognition and triage instincts: you quickly identify what a client is asking for and what should happen next.
• Comfort saying Ill take care of this and owning the experiencewithout needing to personally solve every issue.
• Excellent judgment about when not to answer and when to escalate.
• High attention to detail strong follow-through and the ability to work calmly in a high-volume environment.