Luxury Client Concierge: Calm, Real-Time Support

Maiden Home, Inc.; New York, Northern (NY, KY); Hybrid; USD 65,000 - 75,000; Full time

Job summary

Maiden Home, Inc. in New York’s Tribeca headquarters seeks a Client Concierge Specialist to be the first point of contact for clients and designers, delivering warmth, clarity, and steady judgment across real-time channels.

You will triage requests, guide care, finish questions, and ensure issues land with the right owner quickly, while growing product knowledge to support an advisory path. This dynamic, cross-functional role offers daily collaboration in the office and visibility into a

Qualifications

• 2–4 years of total professional experience in a client-facing service environment.
• Warm, steady voice with clear communication under pressure.
• Strong pattern recognition and triage instincts.
• Ability to own the experience and know when to escalate.
• Excellent judgment on when not to answer and when to escape.
• Attention to detail and ability to work calmly in high-volume environments.

Responsibilities

• 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 answer—escalating questions that require deeper product expertise, exceptions, or sensitive handling.
• Over time, develop a deep understanding of Maiden Home products, materials and craftsmanship.

Skills

Client service

Communication

Triage

Calm under pressure

Job description

Maiden Home, Inc. in New York’s Tribeca headquarters seeks a Client Concierge Specialist to be the first point of contact for clients and designers, delivering warmth, clarity, and steady judgment across real-time channels.

You will triage requests, guide care, finish questions, and ensure issues land with the right owner quickly, while growing product knowledge to support an advisory path. This dynamic, cross-functional role offers daily collaboration in the office and visibility into a