About kala
Helping US-based startups and SMBs build stronger teams by finding no more, no less than the right people remotely for tech, product, and digital/marketing roles — worldwide, and especially across LATAM.
About our client
Our client is building a nationwide support network to help homeowners resolve technology issues in their homes. They partner with installers across the United States and provide ongoing support when systems fail or need troubleshooting. Their goal is to transform the home technology experience by offering reliable, human-centered support that helps homeowners solve problems quickly and confidently.
👀About the role
The Customer Support Specialist (Client Concierge) is the first point of contact for homeowners calling for support. This is a phone-based, client-facing role focused on creating a calm, reassuring experience from the very first minute of the call.
This role acts as a communication hub between the homeowner and the internal technical team, helping document the issue, asking simple questions to understand the situation, and routing/ escalating the case if technical support is needed.
The goal is to ensure that every caller feels heard, supported, and confident they are in the right place.
👉 Responsibilities
- Serve as the first point of contact for homeowners seeking support, primarily over the phone.
- Create a strong and reassuring experience for clients from the beginning of each call.
- Ask simple questions to understand the issue and gather the information needed for the internal team.
- Document support requests accurately in the ticketing system.
- Route clients to the appropriate Technical Support Specialist or next step based on internal processes.
- Support clients who may be frustrated or confused and help guide them through the next steps.
- Maintain a calm, professional, and human tone throughout each interaction.
👉 Requirements
- 1+ year of experience in client-facing roles such as customer support, hospitality, retail, executive assistance, front desk, or other service-oriented environments.
- Experience working with the US market or near-native English level is a must.
- Strong communication and active listening skills, with the ability to create a calm and reassuring experience for customers.
- High emotional intelligence and the ability to recognize frustration or confusion and respond with empathy.
- Ability to build trust quickly and guide customers through next steps with confidence.
- Strong attention to detail when documenting customer interactions in support systems.
- Comfort handling incoming phone-based support requests.
- Ability to stay calm and supportive in high-stress customer situations.
🌍 Work setup
This is a remote role based in LATAM. The schedule is full-time (40 hours per week), with shifts scheduled between 7:00 AM – 10:00 PM EST, including weekdays and weekends. Candidates must have a reliable remote work setup, including a stable internet connection, headset, and external monitor.
🍿About the process
1. Intro call with the kala team (30 min) 💜
Overview of the company and role, and a chance for us to learn more about your background and expectations.
2. Home assessment
A short simulated customer call designed to evaluate communication style, phone presence, and how you handle real client scenarios.
3. Interview with HR (30 min)
Conversation focused on culture fit, communication style, and overall alignment with the role.
4. Interview with the Leadership Team
Final conversation with the team to discuss the role in more detail and ensure mutual alignment.
5. Offer 🤝
💜Benefits
Competitive compensation in USD (Independent Contractor) – 40 hours per week, and a fully remote work environment. The role operates on a shift schedule between 7:00 AM and 10:00 PM EST, including weekdays and weekends.
Employees receive paid time off, paid sick time, and additional paid days through the company’s US holiday program. A MacBook laptop is provided before your first day, along with structured onboarding and training to help you succeed in the role.
🤚 Why Join
You’ll join a team focused on delivering a high-touch support experience for homeowners using complex home technology systems across the United States.
Instead of a traditional scripted call center environment, the team focuses on providing thoughtful, human conversations with clients, giving employees the time and tools to deliver a high-quality support experience.
You’ll work with a collaborative team that values communication, trust, and continuous learning, with opportunities to grow within the support organization
