This position is FULLY REMOTE and you may live anywhere in the United States. Customer Concierge About the Role The Customer Concierge is the welcoming, relationship-focused face of our customer experience. This role is about much more than answering questions or responding to requests—it's about making people feel cared for, valued, and confident that they're in good hands. A Concierge is there to welcome, guide, anticipate, connect, and make things easier. The ideal person is naturally warm, attentive, resourceful, and genuinely enjoys helping people. They notice the little things, follow through on what they promise, and look for opportunities to turn an ordinary customer interaction into a great experience. What You'll Do Welcome & Connect Serve as a warm, friendly first point of contact for customers by phone, or email Create a welcoming experience from the very first interaction. Listen carefully to understand what the customer actually needs—not just what they initially ask for. Connect customers with the right person, department, product, or resource when additional assistance is needed. Guide & Make Things Easier Help customers navigate questions, processes, products, and next steps. Take ownership of the customer experience rather than simply passing a question along. Clearly explain information and help customers feel confident about what happens next. Look for ways to simplify the customer's experience and remove unnecessary friction. Anticipate & Follow Up Proactively check in with customers when appropriate. Follow up on questions, requests, orders, or situations to make sure nothing falls through the cracks. Anticipate potential needs and address them before they become problems. Keep customers informed throughout the process. Create a Personal Experience Build genuine relationships with customers through thoughtful and personal interactions. Remember details and use them to make future interactions more meaningful when appropriate. Look for small opportunities to surprise, delight, encourage, or simply make someone's day easier. Treat every customer as a person, not a transaction. Problem Solve & Take Ownership Resolve routine customer questions and concerns independently. Use good judgment to determine when an issue can be handled directly and when it needs to be escalated. Stay with an issue until the customer is connected to the appropriate solution. Escalate more complex situations to the appropriate team member while providing clear context and documentation. Support the Team Accurately document customer interactions, requests, and follow-ups. Share recurring customer questions, concerns, and feedback with the team. Help identify opportunities to improve processes and the overall customer experience.