Luxury Customer Care Specialist

Launch Your Next Successful Chapter with Veta Virtual! 🚀

💸 Competitive Monthly Pay  |  🌍 100% Remote  |  💎 Luxury Jewelry Industry  |  🤝 Back-Office Customer Care Role

Veta Virtual is hiring a Luxury Customer Care Specialist for one of our clients in the Luxury Jewelry industry. This is a back-office support role, primarily through chat and email — you're the person a client reaches when something needs resolving: a repair in progress, a return to arrange, a follow-up they were promised. You keep records accurate, commitments tracked, and issues caught before they become complaints. When a client's need turns into a buying conversation, you hand it off cleanly to Sales. This is not a managerial or account-ownership role.

🔑 Your Role:

• Tracking repairs, returns, and service questions from first contact through resolution — including after-purchase follow-ups and "how's it wearing" check-ins.
• Owning the support queue across email, chat, and phone — holding response times to standard while representing one consistent, shared client-facing persona across the team.
• Answering basic product questions and routing anything needing specialist expertise or in-person action — following up with the in-store team until it's actually closed, not just handed off.
• Maintaining accurate, detailed client records and contact cards in the CRM — documenting every interaction, preference, and next step precisely.
• Escalating priority matters promptly, and administering client surveys to catch recurring issues at the source.
• Routing any sales opportunity — interest in an out-of-stock piece, an upgrade signal, a gifting question — straight to the Sales team, so clients never have to manage that handoff themselves.

✅ What You'll Need:

• Experience serving international high-net-worth clients, with the discretion and cultural awareness that requires — 1–3 years in customer care, client service, hospitality, or client operations preferred.
• Some knowledge of precious metals, gemstones, or fine craftsmanship — GIA AJP certification is a plus but not required.
• Native or highly advanced English proficiency, written and verbal, is required — you'll be the primary point of contact for U.S.-based luxury clients.
• A warm, composed, and discreet tone even when a client is frustrated — polish and professionalism in every interaction.
• Process discipline and strong organizational habits — able to follow documented workflows precisely, manage a high-volume task queue without letting follow-through slip, and flag improvements when you see a gap.
• Proficiency with HubSpot and strong CRM data accuracy habits; familiarity with Podium, Shopify, or Lightspeed is a plus.
• Availability for a rotating schedule, including one weekend day and key seasonal events.
• To be considered for this role, you must be currently based in Latin America (LATAM) or Europe.

💼 What We Offer:

• 💸 Competitive salary in USD per month, depending on experience.
• 💻 Fully remote — 8-hours-of-work shift scheduled within the 9 AM–9 PM Mountain Time window.
• 🌴 3 weeks of PTO per year plus U.S. holidays.
• 💎 The opportunity to work with a prestigious client base in the luxury industry.
• 🤝 A supportive, mission-driven culture through Veta Virtual and our client.

🕘 Schedule: Full-time, 5 days a week, 8-hour shifts anywhere between 9:00 AM–9:00 PM Mountain Time, including rotating coverage for one weekend day. Please only apply if you can commit to this schedule.

Ready to Apply?

If you take real satisfaction in a problem fully resolved and a record left clean, apply now and launch your next chapter with Veta Virtual. Once you apply, you will be invited to complete a short 2-minute video question as part of our screening process. We can't wait to meet you!