Client Concierge – Remote Customer Service Representative

About the role

Near is looking for a Client Concierge to be the first point of contact for homeowners needing help with smart‑home systems. You will set a calm, confident tone within the first minute of each call and act as the communication hub between clients and internal Technology Specialists.

Key responsibilities

• Deliver a “First‑Minute Experience” that acknowledges technical issues and client stress.
• Answer, screen, and route incoming calls to the appropriate specialist.
• Handle high‑stress scenarios, from streaming problems to onboarding new users.
• Explain service tiers and enroll homeowners into membership plans without pressure.
• Document every interaction in the web‑based ticketing system.
• Collaborate with the support team to meet SLA targets and ensure seamless client experiences.

Required profile

• Human‑first communicator who values genuine connection over scripts.
• Emotionally attuned, able to sense stress and adjust tone.
• Calm, patient, and detail‑oriented with strong self‑drive.
• Excellent spoken and written English.
• Full‑time availability (35‑40 h/week) with one weekend shift and a weekday off in exchange.

Required skills

• Familiarity with CRM or ticketing platforms (e.g., Zendesk, Zoho).
• Experience using Slack, PagerDuty, Twilio, and Google Workspace.

What we offer

• Remote work setup with a provided MacBook, headset, and external monitor.
• Opportunity to work with US‑based companies while based in Latin America.