Senior Customer Experience Concierge

Job Summary

As a founding member of a new Concierge function, the full-time Senior Customer Experience Concierge will own critical early moments in the customer journey, ensuring seamless and high-quality experiences that drive long-term loyalty, while working remotely.

Key responsibilities

• Own critical early customer moments, ensuring seamless, high-quality experiences that build trust and drive customer retention
• Anticipate and resolve friction proactively, guiding customers through key moments with clarity and confidence
• Define and establish Concierge standards, playbooks, and ways of working as a founding member of the team

Required qualifications

• 4+ years in customer experience, hospitality, account management, or similarly high-touch, customer-facing roles
• Demonstrated ability to operate with strong judgment in ambiguous, high-impact situations
• Proactive and action-oriented, with a track record of anticipating and resolving issues early
• Strong operator mindset, connecting customer needs to broader business outcomes
• Highly organized, with the ability to manage multiple priorities while maintaining a high bar for quality