TENco
Website:
tenco.ch
Job details:
About Emaya
www.emaya.ch
Founded in 2025, Emaya was created with the belief that personal style should tell a story
Emaya is a subsidiary of TENco, a Switzerland-based luxury lifestyle management network renowned for delivering bespoke services to an international clientele.
Emaya specializes in handcrafted bag charms and accessories, enabling customers to express their passions, memories, cultures, and milestones through meaningful, beautifully designed pieces. From travel-inspired charms and zodiac symbols to fully bespoke creations, every product is designed to become part of someone's personal journey.
As Emaya continues to grow globally, we are looking for a Customer Support & Community Specialist who will help deliver the same level of care, attention, and service that defines both Emaya and TENco.
The Role
As our Customer Support & Community Specialist, you will be the first point of contact for our clients across multiple communication channels. You'll answer questions, resolve issues, assist with orders, and ensure every interaction reflects Emaya's warm, thoughtful, and premium brand experience.
This role is ideal for someone who enjoys communicating with people, is highly organized, and can work independently in a fast-paced e-commerce environment.
Key Responsibilities
- Respond promptly and professionally to customer emails.
- Manage Instagram direct messages and social media inquiries.
- Answer questions about products, collections, shipping, returns, and custom orders.
- Assist customers with order updates, tracking requests, and post-purchase support.
- Resolve customer concerns with empathy while maintaining company policies.
- Escalate complex issues when necessary.
- Monitor customer feedback and identify recurring questions or trends.
- Maintain accurate records of customer conversations.
- Support product launches by responding to increased customer enquiries.
- Help maintain a positive and engaging presence across customer communication channels.
- Work closely with operations and logistics to ensure customer issues are resolved efficiently.
What We're Looking For
- Excellent written English with strong grammar and spelling. Professional fluency in European languages is a strong plus but not mandatory
- Previous experience in customer support, customer service, hospitality, luxury retail, or e-commerce.
- Professional, patient, and solution-oriented communication style.
- Strong attention to detail.
- Highly organized with excellent time management.
- Comfortable managing multiple conversations simultaneously.
- Able to remain calm under pressure and handle complaints professionally.
- Proactive mindset with the ability to work independently.
- Comfortable learning new software and online platforms.
- Experience managing Instagram Business accounts.
Why Join Emaya?
- Be part of a growing international lifestyle brand.
- Work closely with the founding team and have a direct impact on the customer experience.
- Opportunity to grow as the company expands.
- Dynamic, creative, and supportive work environment.
- Flexible remote working – Swiss working hours - 9:00-18:00 CET.
Ideal Candidate
You enjoy helping people, communicate with empathy, and take ownership of problems until they're resolved. You understand that every customer interaction shapes a brand's reputation and are motivated to create experiences that leave customers wanting to return. You combine efficiency with genuine care and are comfortable representing a premium brand across email and social media.
If this sounds like you, we would love to get a chance to know you! :)
Important: This position is with Emaya, a subsidiary of TENco. While the role may be advertised through TENco's recruitment channels, the successful candidate will work exclusively for Emaya and will support Emaya's customers, products, and operations. This is not a customer support role for TENco's luxury concierge services.
Click on Apply to know more.