Customer Service Specialist – Remote Smart Home Support

About the role

We are looking for a Client Concierge who will be the first point of contact for homeowners needing assistance with smart‑home systems. Working remotely, you will set the emotional tone of each call, build trust within the first minute, and guide callers toward a solution or the appropriate internal specialist.

Key responsibilities

• Deliver a calming “First‑Minute Experience” that acknowledges both the technical issue and the caller’s stress.
• Answer, screen, and route incoming calls to the correct Technology Specialist.
• Handle high‑stress scenarios, from streaming failures to confused new users.
• Explain service tiers, enroll eligible homeowners in membership plans, and avoid pressure‑selling.
• Document every interaction accurately 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 accordingly.
• Calm, patient, and comfortable with silence and active listening.
• Detail‑oriented, self‑driven, and able to follow processes precisely.
• Experience in hospitality, retail, caregiving, or similar service roles (phone experience not required).

Required skills

• Familiarity with ticketing/CRM tools such as Zendesk or Zoho.
• Proficiency with collaboration platforms like Slack.
• Experience with incident‑management tools such as PagerDuty.
• Knowledge of communication APIs like Twilio.
• Comfort using Google Workspace (Gmail, Docs, Sheets, Drive).

What we offer

• Fully remote work environment with a provided MacBook.
• Competitive USD‑based compensation.
• Full‑time schedule (35‑40 hours/week) with one weekend shift and a weekday off in exchange.
• Requirement of reliable internet, a quiet workspace, headset, and external monitor.