Client Support Specialist

Full job description

What’s Editorialist?

Editorialist melds personal styling, editorial content, and shopping into one seamless digital experience powered by proprietary technology and e-commerce tools.Editorialist.com, our media property, delivers sophisticated content and commerce to aspirational and affluent consumers. Our stories connect readers with bespoke product and service solutions for fashion, accessories, beauty, and wellness needs. The cornerstone of our tech platform—the Editorialist app—blends content, digital services, and e-commerce for our elite clientele, individuals with an average net worth in excess of $550 million. Our co-founder and CEO Rafael Ortiz previously co-founded NexTag, the largest comparison shopping site for products and services, and was responsible for marketing and business development until its sale for $1.2 billion.

Client Support Specialist

Our team communicates with our clients through the app. As a Customer Support Specialist, you will be responsible for all the communication with the client. Your primary responsibility will be to provide exceptional support and service to our UHNW clients. You will play a crucial role in ensuring their satisfaction, addressing their needs, and building strong, long-term relationships. Your expertise in luxury client services, exceptional communication skills, and attention to detail will contribute to the success of the company and the ultimate satisfaction of our elite clients.

Your Responsibilities

• Establish and maintain high levels of customer satisfaction with a focus on customer delight
• Regularly communicate with clients via the app to address inquiries, provide updates, and resolve any issues that arise
• Delivering Key Performance Indicators (KPIs) set within the support team, such as customer satisfaction metrics (CSAT & NPS)
• Coordinate with internal departments, such as Styling, Finance, Engineering, and Operations, to resolve client issues and provide accurate and timely responses
• Maintain a detailed record of client interactions and activities in the customer relationship management (CRM) system
• Develop a comprehensive understanding of the company's luxury products and services offered to our UHNW clients and act as a voice for our customer
• Looking at data and trends alongside the team and working out ways to improve our processes and product
• Liaise with the Product team to provide feedback and influence improvements in our product

More About You

• Minimum of 3-4 years of experience in customer service, BPO, preferably in a luxury business or high-end retail environment
• Experience in working for US clients
• A capable and compassionate go-getter, a fast learner, and obsessed with giving our customers the best experience possible with prompt replies and solutions that work
• Exceptional interpersonal and communication skills, with the ability to build rapport and maintain relationships with clients
• Good written communication skills with a focus on clarity and empathy
• Strong problem-solving and conflict-resolution abilities, demonstrating a calm and professional demeanor in high-pressure situations
• Ability to adapt quickly to changing client needs and priorities
• Proficiency in CRM systems and other relevant software tools
• Excellent organizational skills and attention to detail
• Proactive and self-motivated, with the ability to work independently and as part of a team

Bonus Points

• If you have experience working at an e-commerce marketplace, and/or love fashion or personal luxury goods.
• You are a team player who is comfortable working across an organization that is growing while doing
• You communicate regularly and clearly with your co-workers and are never afraid to ask questions
• You love what you do and are curious about all facets of Editorialist.