Job Description: Concierge Support Specialist
Location: Remote (India-based)
Team: Concierge Success
Role Title: Concierge Support Specialist
ABOUT THE ROLE
The Concierge Support Specialist is a core member of Pop.Store’s creator experience. While most of your work will focus on real estate creators today, this role is designed to support concierge creator profile customization and updates for all creator categories as Pop.Store expands. This role blends AI-assisted profile setup and design, light customer support, and ongoing client relationship management.
You’ll work directly with real estate agents and creators, helping them design and optimize their Pop.Store profiles and PDF guides. While AI will assist in generating starter templates, you’ll transform those into polished, accurate, on-brand experiences and guide customers through design and content refinements.
This is an ideal role for someone who is detail-oriented, creative, highly organized, and comfortable working closely with customers.
WHAT YOU’LL DO
1. AI-Assisted Profile and PDF Guide Setup & Customization
- Take AI-generated starter templates for profiles and PDF guides and personalize them with each agent’s branding, content, photos, videos, and business goals.
- Add sections such as listings, video series, testimonials, resources, and lead magnets.
- Ensure all content is accurate, compliant, well-organized, and visually cohesive.
2. Concierge Support & Client Relationship Management
- Join review calls as needed to guide creators, answer questions, and implement real-time updates.
- Provide clear, proactive communication through email, Zendesk, and shared docs.
- Support weekly or monthly updates depending on client tier.
- Design and create lead magnets like neighborhood/buyer/seller guides. Maintain and refresh listings, guides, videos, and downloads.
3. Real Estate Knowledge Development
- Build a working understanding of real estate terminology, workflows, IDX links, buyer/seller funnels, and what drives conversion on agent bios.
- Apply this knowledge to make thoughtful recommendations on profile layout and content.
4. Intake & Operations
- Review onboarding documents and identify missing information.
- Organize asset folders and maintain clean documentation.
- Collaborate with the Concierge Manager to prioritize client requests and keep projects on track.
5. Product Quality Feedback
- As a high-volume user of the platform, spot bugs, edge cases, and friction points.
- Share detailed, actionable feedback with the product team.
WHAT MAKES YOU A GREAT FIT
- Strong written communication; able to build warm, trusting customer relationships.
- Organized and detail-oriented; able to manage many creators at once.
- Comfort with design and tech tools (AI tools, Canva, docs, spreadsheets, simple image editing).
- Ability to stay calm and solutions-oriented with demanding customers.
- Interest in U.S. real estate is a plus, but not required.
WHY THIS ROLE MATTERS
Real estate is our fastest-growing vertical. The Concierge Support Team is the bridge between AI-generated templates and real-world, revenue-driving customer experiences. This team ensures that agents get the white-glove, highly personal support they need to activate Pop.Store and keep using it long-term.