Our client is a luxury design and lifestyle brand known for its curated showrooms featuring high-end furniture, lighting, textiles, and accessories. With locations in major U.S. design hubs, the company blends interior design expertise with meticulously selected artisan pieces that reflect refined craftsmanship and elegant aesthetics. Their work emphasizes thoughtful design, immersive experiences, and a curated approach to quality and style that resonates with discerning clients and design professionals alike.
Location
Fully remote | 8 AM – 5 PM PST
Role Overview
The Customer Support Specialist will ensure smooth post-sales communication between vendors and clients by managing timelines, following up on missing details, and providing clear, calm, and respectful updates. This role owns the post-sales flow, proactively resolving issues or delays to keep orders moving forward while reducing the workload of the sales team.
Key Responsibilities
Vendor Management
- Keep vendors on track with timelines and deliverables to ensure timely follow-up and delivery
- Follow up on outstanding items to ensure orders progress smoothly and meet deadlines
Client Communication & Support
- Provide regular updates to clients regarding lead times, delays, and issues
- Communicate professionally with upset clients, presenting the company’s position calmly and respectfully without being defensive
- Own the post-sales process to ensure a seamless transition from sales to order management
Problem Resolution
- Act as the primary point of contact for post-sales issues, delays, and challenges
- Ensure customer satisfaction through proactive problem-solving and clear communication
Qualifications
Experience
- 3+ years of experience in customer support, ideally in a post-sales or similar role
Skills
- Excellent written and verbal communication skills with the ability to engage clients and vendors professionally
- High attention to detail and strong follow-through across multiple moving parts
- Strong emotional intelligence combined with logical thinking to address both client and vendor needs
- Confidence to professionally push back when necessary while maintaining a respectful tone
- Proactive problem-solving mindset
- Spanish fluency preferred but not required
What Success Looks Like
- Vendor timelines are managed smoothly, keeping both vendors and clients satisfied
- Clients receive clear, consistent updates handled with professionalism and empathy
- Sales team workload is reduced, allowing focus on new business
- Problems are handled calmly and effectively, reinforcing confidence in the brand
- Strong client relationships are maintained, supporting retention and repeat business
Opportunity
This role offers the opportunity to play a key part in post-sales operations by ensuring clear communication and smooth delivery of products or services. You’ll have a direct impact on client satisfaction and retention while working in a dynamic, problem-solving environment.
Application Process:
To be considered for this role these steps need to be followed:
- Fill in the application form
- Record a video showcasing your skill sets
