At Near, we help top talent in Latin America find long-term remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
Role Mission
The Client Concierge ensures every caller feels immediately known, valued, and confident they're in the right place.
This role sets the emotional tone for the entire support experience by establishing trust within the first 60 seconds—what we call the First-Minute Experience.
Success is defined by making the caller feel supported, understood, and cared for.
Job Overview
We are seeking a Client Concierge who can connect with homeowners over the phone, serving as the first point of contact for clients needing help with smart home systems.
You will act as the central communication hub between clients and internal Technology Specialists.
This role blends customer care, empathy, expectations setting, and light consultative sales (membership plans), while ensuring accurate documentation across systems.
Key Responsibilities
Deliver an exceptional First-Minute Experience:
Acknowledge both the technical issue and the stress it's causing
Communicate ownership early:
\"We'll figure this out together.\"
Manage incoming calls:
Answer, screen, and direct homeowners to the appropriate Technology Specialist.
Handle critical and high-stress scenarios:
Whether it's a frustrated client who can't stream content or a new client unsure of next steps.
Guide non-members through support options:
Explain service tiers and enroll homeowners into the correct membership, using active listening—not pressure.
Maintain system accuracy:
Document all interactions and support events in our web-based ticketing system.
Collaborate internally:
Work closely with the support team to ensure SLA adherence and seamless client experiences.
Who You Are (Success Traits)
Non-Negotiables
Human-first communicator: You value connection over scripts.
Emotionally attuned:
You sense stress, confusion, or urgency and adjust your tone naturally.
Creator of confidence:
Clients feel \"I've got you\" after speaking with you.
Calm and patient:
Comfortable with silence and active listening.
Detail-oriented & self-driven: You follow processes with precision.
Nice-to-Haves
Hospitality, retail, caregiving, or other service experience (phone experience not required).
Familiarity with CRM or ticketing systems (Zendesk, Zoho, etc.).
Interest in smart home technology.
Experience working with US-based companies.
Requirements
Schedule:
Full-time, 35–40 hours/week. Includes one weekend shift, with a weekday off in exchange.
Hours:
Shifts scheduled between 7:00 AM and 10:00 PM EST.
Work Setup:
Reliable internet + quiet workspace; candidate must provide a headset and external monitor (MacBook provided).
English Skills:
Excellent spoken and written English; strong conversational fluency.
Soft Skills:
Friendly, empathetic, proactive, able to stay calm under pressure.
Tech Skills:
Ability to learn tools like Zendesk, Slack, PagerDuty, Twilio, Google Workspace.
Work Style:
Independent, resourceful, eager to learn, committed to confidentiality.
Benefits – What's In It for You?
Fully remote work environment.
USD-based compensation, competitive and geography-adjusted.
Laptop provided (MacBook).
Paid Time Off (PTO) included.
Collaborative, human-centered team culture that values authenticity.
Comprehensive training program to ensure success.
Opportunity to develop in a fast-growing smart home technology field with high-impact service skills.