Client Concierge Specialist

Client Services exists to make working with Maiden Home feel thoughtful, calm, and confident — especially when things are complex, emotional, or don’t go as planned. We are not just here to respond quickly; we are here to help clients and designers feel understood, supported, and taken care of.

As a Client Concierge Specialist, you’ll be the first point of contact for many of our clients and designers. You’ll bring warmth, clarity, and steady judgment to every interaction—making it easy for clients to get help, and ensuring requests land with the right owner quickly and cleanly. You’ll run our real-time channels, triage inbound volume, and resolve a defined set of requests while knowing when to escalate. 

This is a highly dynamic and cross-functional role that will gain visibility into the inner workings of a high growth luxury brand. Our goal is for this position to develop a deep understanding of Maiden Home products, materials and craftsmanship and use that knowledge to advance into a more specialized Advisory position over time. 

This position is based in our NY Headquarters in Tribeca where we work together every day in office. The Client Services team daily schedule is 9am to 6pm for supporting our live client channels.
 

What You’ll Do

• 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.

What We’re Looking For

• 2–4 years of total professional experience, ideally in a client-facing service environment in any of the following industries:
  • Hospitality: hotel front desk, concierge, guest relations
  • Luxury retail: sales associate, clienteling roles
  • Premium DTC customer experience (not call centers)
  • Membership-based services (clubs, wellness, travel)
• A warm, steady voice—both spoken and written; you can communicate with clarity under pressure.
• Strong pattern recognition and triage instincts: you quickly identify what a client is asking for and what should happen next.
• Comfort saying “I’ll take care of this” and owning the experience—without needing to personally solve every issue.
• Excellent judgment about when not to answer, and when to escalate.
• High attention to detail, strong follow-through, and the ability to work calmly in a high-volume environment.