About

⚠️ Important: Only contact us via Upwork. We will not respond to applications, messages, or outreach made through email or any other channels. We are Sapphire Suitcases, a premium travel brand based in Denmark. We design and sell high-end aluminium luggage and accessories, marketed as luxury lifestyle products. Our customers expect not only a quality product, but also a first-class service experience that reflects the brand’s positioning. We are seeking a Customer Experience Specialist who goes beyond standard support — someone who can act as a trusted concierge, resolve issues creatively, protect the brand’s luxury image, and maximise revenue opportunities. This role blends customer service, sales, and retention. You will be the frontline voice of our brand, ensuring every interaction leaves the customer feeling valued, understood, and excited to travel with Sapphire. Responsibilities: Provide high-level, personalised support to customers via email, chat, and occasionally phone. Handle complaints or product concerns with a solutions-oriented mindset — turning potential returns into loyalty wins (e.g. offering tailored incentives like free accessories instead of refunds). Proactively convert enquiries into sales, maximising average order value through product education, bundles, and upsells. Maintain and reinforce our luxury brand tone of voice in every interaction. Work closely with our small team to develop creative solutions that balance customer happiness with profitability. Track feedback, identify recurring issues, and suggest improvements to products, packaging, or communication. Requirements: Proven experience in customer service or sales for a luxury, premium, or lifestyle brand (e-commerce experience highly valued). Strong written English (UK or neutral tone) with the ability to communicate in a luxury yet approachable style. Sales-oriented mindset: confident in upselling, cross-selling, and creatively offering incentives to retain customers. Problem-solver who can think outside the box and balance brand reputation with revenue goals. Empathetic, patient, but commercially savvy — always aiming for win-win outcomes. Self-starter, reliable, and comfortable working with minimal supervision. Nice to Have: Experience with Shopify. Background in hospitality, luxury retail, or concierge services. Familiarity with Scandinavian or European luxury branding. What We Offer: Work with a growing premium brand with a strong identity. Flexible hours, remote work, and long-term collaboration potential. This is not just a support role, it’s a chance to become a key part of a fast-growing luxury brand. Sapphire Suitcases is expanding quickly across Europe and beyond, and we are looking for someone who can grow with us. For the right person, this role offers the opportunity to take on more responsibility, shape how we deliver world-class customer experiences, and become a central figure in our team as the company scales. The chance to influence how we handle customers at a critical growth stage of our business. Competitive pay with performance incentives (e.g. commission or bonuses linked to upsells/retained sales).