Job Description

HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.

Job Title: Remote Senior Customer Service Representative (100% Work From Home)

Location: Remote from Latin America Position Type: Full-time Salary: $1,600 – $2,400 USD/month ($10–$15 USD/hour) paid via wire transfer Schedule: 5 days per week (4 weekdays + 1 weekend day), Eastern Time (ET)

Our Client is a prestigious New York–based luxury menswear brand specializing in custom and bespoke suits. Serving a highly discerning and high-end clientele, the company has built a decades-long reputation on the pillars of impeccable craftsmanship and elite professionalism. With a flagship presence in New York City and a growing global remote workforce, Our Client is dedicated to maintaining a sophisticated customer experience that matches the quality of their premium products.

The Role

Our Client is seeking a Senior Customer Service Representative to support and elevate the brand’s customer experience. This is not a standard call-center role; it is a high-touch, relationship-based position that requires immense confidence, clear communication, and the maturity to interface with high-net-worth individuals. The successful candidate will serve as the primary point of contact for U.S.-based clients, ensuring that every interaction—from initial inquiries to complex follow-ups—is handled with the urgency and elegance expected of a luxury brand.

Key Responsabilities

Client Relations & Communication

• Answers inbound phone calls and communicates directly with U.S.-based clients, serving as the "voice of the brand."
• Delivers professional, courteous, and solution-oriented support tailored to a luxury audience.
• Handles inquiries, follow-ups, and customer concerns with a high degree of care, urgency, and ownership.
• Provides detailed and clear information regarding bespoke services, fitting processes, and subsequent steps in the customer journey.

Operational Support & Representation

• Maintains accurate and timely communication with internal New York–based teams to ensure seamless service delivery.
• Represents the brand’s high standards of professionalism in every interaction, ensuring a consistent and elite brand image.
• Moves beyond scripted responses to provide authentic, high-level concierge support.
• Manages 4 weekdays and 1 weekend day to ensure consistent coverage for the brand's clientele.

Required Qualifications

• Language Proficiency: Advanced to near-native English fluency with very clear pronunciation; ability to engage in sophisticated conversation.
• Experience: Several years of senior-level customer service experience in client-facing roles, with a strong preference for experience supporting U.S. customers.
• Communication Style: Calm, confident, and professional phone presence; capable of handling high-expectation clients without relying on scripts.
• Work Maturity: High level of professional maturity and the ability to take full ownership of issues from start to finish.
• Technical Requirements: A reliable high-speed internet connection and a quiet, professional remote workspace.

Preferred Qualifications

• Background in hospitality, luxury retail, real estate, concierge services, or executive support.
• Previous experience working with premium or service-driven U.S. brands.
• U.S. expats living in Latin America are encouraged to apply.
• Experience working directly with business owners or high-level executives.

Benefits

• Stable Compensation: Competitive hourly rate paid via wire transfer.
• Paid Time Off: 15 days of PTO per year.
• Growth: Opportunity to grow within a prestigious, high-growth luxury brand.
• Training: Comprehensive ~30-day training period to master brand standards and product knowledge.

Application Disclaimer: Please Read Before Proceeding To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.
Voice/Video Recording is REQUIRED
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English Submissions in any other language or missing a recording will be automatically disqualified
Mandatory Knockout Questions
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.
Apply Wisely
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications Applying to roles you don’t qualify for will not improve your chances and may affect future applications.
Check Your SPAM Folder
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication. We appreciate your interest and look forward to reviewing your application!