Customer Experience Specialist - 20907

somewhere; Deutschland; Hybrid; EUR 60.000 - 86.000; Vollzeit

Zusammenfassung

We are a design-led home technology brand expanding across North America. This role is the human voice of our brand in NA, guiding architects, designers, and high-end homeowners through product questions and orders.

You will balance AI-assisted workflows with warm, impeccable tone, ensuring conversations feel genuine and on-brand. As a premium client experience ambassador, you will manage brand voice across phone and email, provide installation guidance, and handle sensitive service issues with

Qualifikationen

• Fluent, polished English (C1/C2) written and spoken.
• Native or fluent Spanish.
• Prior experience delivering premium client service in luxury or premium environments.
• Exceptional written communication; emails should feel personal, not templated.
• A calm, gracious phone presence, even in difficult conversations.
• Meticulous attention to detail and genuine care about getting the small things right.
• Comfort working with AI-assisted tools as part of daily workflow.
• Availability during North American business hours (U.S. Eastern Time).

Aufgaben

• Client Communication & Brand Voice: handle inbound/outbound conversations with a warm, on-brand tone.
• Product & Order Guidance: assist customers on product selection, orders, installation guidance, samples, returns, exchanges.
• Escalations & Service Recovery: own sensitive situations with empathy and discretion.
• AI-Assisted Workflow & Continuous Improvement: collaborate with AI tools to move quickly on routine matters and feed back for brand voice refinement.

Kenntnisse

English fluency (C1/C2)

Spanish (native/fluent)

Premium client service experience

Excellent written communication

Calm phone presence

Attention to detail

AI-assisted tools proficiency

Availability during NA hours (ET)

Jobbeschreibung

Customer Experience Specialist — Brand & Product Ambassador

Location: Remote or hybrid within Colombia (Bogotá, Medellín, or Cali preferred) Employment type: Full-time Hours: Must be available during North American business hours (U.S. Eastern Time) Language: Fluent English (C1/C2) required · Native/fluent Spanish Compensation: Competitive, above-market USD compensation

About the Company

We are a rapidly growing, design-led home technology brand with deep European craftsmanship roots, now expanding across the U.S. and Canadian markets.

We create premium, minimalist products for architects, interior designers, and discerning homeowners — pieces designed to be beautiful, precise, and quietly integrated into the finest residential and commercial spaces. As we scale in North America, we are building a small, high-caliber client experience team to make sure every customer interaction matches the quality of our products.

About the Role

This role exists to be the human voice of our brand in North America.

We rely on AI and automation to handle routine, repetitive requests, which means your time is spent almost entirely on the conversations that require real judgment, warmth, and impeccable tone — primarily by phone, and by email. You will guide architects, designers, and high-end homeowners through product questions, orders, and the occasional sensitive service issue, always sounding like the brand: warm, polished, and never scripted.

You are not closing tickets in a high-volume queue. You are a brand and product ambassador, and how something is said matters as much as what is said.

Key Responsibilities

Client Communication & Brand Voice

• Handle inbound and outbound conversations by phone and email with a tone that is warm, polished, and unmistakably on-brand.
• Adapt gracefully across spoken and written channels, making every client feel personally taken care of.

Product & Order Guidance

• Support customers on product selection, orders, installation guidance, samples, returns, and exchanges for a discerning, high-value clientele.
• Build strong product knowledge over time (training provided) so you can speak to the details with confidence.

Escalations & Service Recovery

• Own sensitive situations and escalations with composure, empathy, and discretion — the moments where a generic response would fall flat.

AI-Assisted Workflow & Continuous Improvement

• Work alongside AI support tools to move quickly on routine matters, so your attention stays on the conversations that count.
• Share feedback that helps refine our brand voice and service standards.

Required Qualifications

• Fluent, polished English (C1/C2), written and spoken — a hard requirement. You correspond directly with English-speaking clients and must communicate with total confidence and nuance.
• Native or fluent Spanish.
• Prior experience delivering premium client service — luxury retail, high-end consumer goods, hospitality, concierge, or a comparable premium environment.
• Exceptional written communication; you write emails that feel personal, not templated.
• A calm, gracious phone presence, even in difficult conversations.
• Meticulous attention to detail and genuine care about getting the small things right.
• Comfort working with AI-assisted tools as part of your daily workflow.
• Availability during North American business hours (U.S. Eastern Time).

Preferred Qualifications

• Background in luxury fashion, design, furniture, home, jewelry, or a comparable premium category.
• Experience representing a brand across both voice and written channels.
• Experience serving both American and Canadian clients.
• Genuine interest in design, architecture, or interiors.

Ideal Candidate Profile

You are warm, polished, and genuinely gracious. You are highly organized and detail-obsessed, and you take pride in getting the small things right. You stay composed under pressure and understand that tone is everything in a premium client relationship. You have an instinct for what exceptional service sounds and reads like — because you have delivered it — and you are comfortable using technology to work smarter.

Why Join Us

• Meaningful work, not a script — you are trusted to use real judgment in every client interaction.
• A true customer experience role, not a high-volume support queue — our AI tools absorb the repetitive work.
• Competitive, above-market USD compensation reflecting the language skill and experience this role requires.
• Mentorship and brand-voice training from the company's North American team.
• The chance to help build a new client experience hub from the ground up.

How We'll Assess You

As part of the process, you will be asked to complete a short written reply to a sample customer scenario and a brief spoken conversation, so we can calibrate on tone and English fluency. We are less interested in a perfect apology template and more interested in how you make someone feel heard.