Job Details

Founded in 2014 by Jerome Jacques Marie Mage, Jacques Marie Mage is a Los Angeles-based producer of limited-edition designer goods specializing in the micro-production of luxury eyewear for a clientele of discerning tastes.

With each new collection, JMM embraces a unique palette of precious materials, rich colors, and striking geometric forms, which cleverly reference and beautifully reconfigure the striking individuals, artistic movements, and world events of previous centuries. All JMM eyewear is ethically sourced and produced with the utmost respect for industry partners' environment and wellbeing.

Role Overview:

At Jacques Marie Mage, we are committed to delivering an unparalleled client experience that reflects the artistry and exclusivity of our collections. The Virtual Support Concierge serves as a direct extension of our brand ethos, providing discerning clients with the highest level of personalized attention in the digital space.

Your responsibilities are - but are not limited to:

Key Responsibilities:

• Provide personalized customer support through phone orders and real-time ambassador chat and video.
• Act as a virtual personal shopper, offering styling recommendations, product suggestions, and guidance through the online shopping experience.
• Support clients with order placement, tracking, exchanges, and returns, ensuring a seamless end-to-end journey.
• Maintain in-depth knowledge of JMM's collections, history, and limited releases to share with clients in a way that conveys expertise and authenticity.
• Serve as a liaison for collector relations, capturing insights, anticipating needs, and strengthening loyalty within our global community.
• Document and escalate client feedback, service trends, or technical issues to the appropriate teams.
• Uphold brand standards of luxury, discretion, and white-glove service in all interactions.
• Partner with CRM, Customer Service, Training and Marketing to align on communication and sales events.

Key Requirements:

• Previous experience in luxury retail, customer support, or personal shopping preferred.
• Strong written and verbal communication skills with a warm, client-focused tone.
• Tech-savvy, comfortable using online chat platforms, phone systems, and CRM tools.
• Ability to multitask and resolve issues with professionalism and efficiency.
• Passion for delivering exceptional client experiences.
• A cultivated sense of style and appreciation for design, artistry, and storytelling.
• Commitment to fostering long-term relationships with collectors and connoisseurs.
• Prior background in optical or eyewear retail is a plus, particularly experience as an optician or in client advisory roles.

Additional information:

Jacques Marie Mage is a company that respects the uniqueness of each employee and offers everyone the means to find their place and thrive. We promote initiatives aimed at supporting professional equality for everyone. We strive to go above and beyond purely symbolic measures by building a culture focused on meaningful strategies aimed at creating an inclusive workforce.

Jacques Marie Mage provides a comprehensive and thoughtfully designed benefits package for full-time employees. These offerings reflect our commitment to supporting and valuing our team.

• Health Coverage: Medical, dental, and vision plans with up to 100% employer contribution and FSA options.
• Retirement Plan: 401(k) with 4% company match after 90 days.
• Life & Disability Insurance: Company-paid life insurance plus optional long-term disability coverage.
• Eyewear Perks: Access to exclusive seasonal product allowances and discounts.
• Employee Assistance Program: 24/7 confidential support services.
• Extra Perks: Pet, auto, and home insurance, commuter benefits, identity theft protection.
• Time Off: Major holidays, birthday off, vacation, sick time, and winter break.
• Community Engagement: Volunteer opportunities through the JMM Stewardship Program.