Homeoffice Client Support Specialist en Varnish Lane

Part-Time / Remote

About Varnish Lane

Varnish Lane is a Washington, DC–based natural nail care brand redefining the client experience with waterless services, non-toxic products, and exceptional hospitality. As we continue to grow, we’re looking for a dedicated and detail-oriented Remote Customer Service Agent to support our client communications and uphold our high standard of care.

Role Overview

The Remote Customer Service Agent will be the first point of contact for clients reaching out to our main email address and internal feedback left in our scheduling system. This role requires prompt, warm, and professional communication, with responses delivered within 12–24 hours. The ideal candidate will combine excellent writing skills with strong technical abilities, including the capacity to learn and navigate Zenoti (our scheduling and point of sale system) to look up client details, appointments, and feedback.

Responsibilities

• Respond to customer service emails and client inquiries within 12–24 hours.
  
• Address client feedback with professionalism and empathy, ensuring issues are resolved effectively.
  
• Use Zenoti to look up appointments, update client information, and reference past service history.
  
• Escalate issues to the management team when necessary (e.g., refund requests, policy exceptions).
  
• Maintain consistent tone and brand voice in all written communications.
  
• Track and report recurring issues or feedback themes to leadership and leave detailed notes in client profile for future referencing.
  
• Collaborate with team members to continuously improve client experience.
  
  

Qualifications

• Customer service experience (hospitality, retail, or client-facing roles preferred).
  
• Strong written communication skills with attention to detail and grammar.
  
• Tech-savvy and able to learn new software quickly.
  
• Organized and dependable, with the ability to manage workload independently.
  
• Demonstrated ability to handle sensitive client concerns with empathy and discretion.
  
  

Key Attributes

• Warm, professional, and approachable in client communications.
  
• Highly responsive and reliable, with strong time management.
  
• Problem-solver who can think quickly and provide clear solutions.
  
• Passion for hospitality, client satisfaction, and supporting a positive brand experience.
  
  

Compensation & Hours

• Part-time, remote position.
  
• Flexible schedule, but must commit to responding within 12–24 hours.
  
• Compensation based on experience.