Concierge Executive
About LYMA LYMA is a small, fast-growing, wellness company based in London. The mission of the business is to redefine the industry and create the first superbrand of wellness. Founded in 2018 by Lucy Goff, LYMA is a company committed to delivering innovations that are unequivocally backed by scientific evidence. The LYMA Supplement, Laser and Skincare are now changing the lives of millions of people across the world, helping them to unlock their potential; to look and feel their very best. Our mission continues to be this: putting the power to change your life in your hands. Role Overview We’re looking for an exceptional Customer Service Concierge to deliver high touch, personalised service to our global customer base. This role goes far beyond traditional customer service, it’s about relationship building, product mastery, and guiding customers through their entire LYMA journey with confidence and care. You’ll support high value customers across multiple touchpoints, provide expert consultations, and play a key role in customer retention and lifetime value. This role sits within a small, high performing concierge team. This is a role for someone who cares deeply about service, enjoys learning complex products, and knows how to communicate with clarity, warmth, and authority. Proven experience in a luxury, premium, or high-touch customer service environment. Background in beauty, wellness, or health (or a strong interest and ability to learn fast). A genuine passion for helping customers and guiding them through their journey, not just closing tickets. Confidence explaining products and processes clearly, without overwhelming the customer. Strong emotional intelligence and the ability to handle challenging conversations with tact and composure. Comfort working in a fast paced environment with clear KPIs and performance expectations. Excellent written and verbal communication skills. Strong attention to detail and follow through. Ability to work fully remote with a dedicated home workspace and reliable high speed internet suitable for video consultations and real time customer support. Flexibility to work varying shift patterns, including weekends. Availability to work EST-aligned hours. Deliver exceptional, personalised support across multiple channels (email, chat, phone, video consultations, and social where required), ensuring timely resolution and thoughtful follow up. Act as a trusted product expert, confidently explaining LYMA’s technology, and product line in a way that is clear, reassuring, and tailored to the customer. Conduct instructive video consultations to guide customers pre- and post-purchase. Proactively support membership retention through thoughtful outreach and ongoing engagement. Identify opportunities for upselling and cross-selling where genuinely beneficial to the customer experience. Manage customer challenges and complaints with empathy, professionalism, and calm authority. Consistently meet performance KPIs while maintaining a high standard of service. Represent LYMA’s values, tone, and ethos in every interaction. We are an equal opportunity employer. We are committed to diversity and inclusion. We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic.