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 an award-winning U.S.-based provider of client services in the home technology industry. Their mission is to redefine the support experience through reliable, people-first solutions that help homeowners resolve issues quickly and with confidence.
What sets them apart is their genuine human approach. Rather than relying on scripts or traditional call center interactions, they focus on authentic conversations, ensuring every client feels heard, understood, and supported.
👀About the role
The 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.
This role is for you if you excel at building genuine, natural conversations with people. It is not for you if you prefer following scripts, delivering rehearsed speeches, or relying on standardized responses.
👉 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
Hard skills:
- Native or near-native English level, spoken is a must-have for this role.
- Experience in client-facing roles such as customer support, hospitality, retail, executive assistance, front desk, or other service-oriented environments.
Soft skills:
- Strong communication and active listening skills, with the ability to create a calm and reassuring experience for others.
- High emotional intelligence and the ability to recognize frustration or confusion and respond with empathy.
- Ability to build trust quickly and guide customers with confidence.
- Strong attention to detail.
- Ability to stay calm and supportive in high-stress situations.
Others:
- You need a stable wifi connection, and a home office work setup such as monitor and headset. A macbook is provided.
- Your schedule will vary, so flexibility and availability are important.
🌍 Work setup
- Fully remote.
- Full-time.
- While this is a full-time position (40 hours per week), shifts are rotational and may include weekends and holidays depending on business needs.
💜Benefits
- USD Salary
- MacBook
- Paid time off
- Additional paid days through the company’s US holiday program