Customer Support Specialist

Customer Support Specialist – Oasis Premium RecoveryLocation: Marbella / San Roque, Spain (Hybrid)Department: Client Relations & Guest ExperienceReports to: Head of Client ExperienceAbout Oasis Premium RecoveryOasis Premium Recovery is a premium recovery facilitation provider supporting individuals seeking transformation from addiction, burnout, and mental health challenges. We offer private, luxury accommodation combined with holistic wellness programming and coordination with leading third-party clinicians and therapists. Our mission is to provide a confidential, restorative, concierge-level experience for HNWI clients and their families.Role SummaryThe Customer Support Specialist is the welcoming and reliable point of contact for all client communication and daily support needs. This role includes guiding clients through the onboarding process, coordinating their schedules, ensuring their comfort during the stay, and providing safe, discreet transportation to authorized appointments, wellness activities, and airport transfers.You uphold Oasis Premium Recovery’s highest standards of confidentiality, emotional sensitivity, and luxury service at all times.Key Responsibilities1. Client Communication & SupportServe as the first point of contact for all calls, messages, and emails from current and prospective clients.Provide empathetic, informed guidance about available services and wellness options.Conduct initial needs assessments to align clients with appropriate third-party professionals and wellness activities.Handle delicate conversations regarding mental health and addiction with calmness and discretion.2. Admissions, Documentation & OnboardingSupport clients through the admissions process, including documentation, consent forms, and scheduling.Prepare and deliver welcome materials and arrival instructions.Ensure all client data is accurately maintained within CRM and internal systems.3. Client Transportation (Key Function)Provide safe, punctual, and discreet transportation for clients, including:Airport pick-ups and drop-offsTransportation to and from authorized third-party clinical appointmentsDriving to holistic wellness sessions, activities, or off-site experiencesMaintain a clean, well-presented vehicle at all times.Ensure routes are planned efficiently, respecting client privacy and comfort.Uphold strict confidentiality during all travel interactions.Assist clients politely with luggage or mobility needs when appropriate.4. Stay Coordination & Experience ManagementAssist clients daily by answering questions, coordinating schedules, and arranging services.Liaise with internal teams (concierge, housekeeping, wellness practitioners) and third-party providers.Actively monitor client comfort and satisfaction, escalating concerns when necessary.Maintain professional boundaries while offering compassionate support.5. Service Excellence & Quality AssuranceConsistently deliver a premium, concierge-level client experience.Identify opportunities to improve service delivery, communication, and logistical efficiency.Support feedback collection and follow-up care coordination.6. Administrative & Operational DutiesMaintain organized logs of transportation, appointments, daily updates, and client communications.Support billing inquiries, service requests, and scheduling changes.Assist with producing client-facing materials (guides, SOPs, FAQs).Qualifications & ExperienceRequired2+ years of experience in customer support, hospitality, private concierge, or health/wellness coordination.Valid driver’s license with a clean driving record; comfortable driving premium vehicles.Excellent communication skills in English (Spanish or Russian is a strong plus).High emotional intelligence, empathy, and professionalism.Strong organizational and multitasking abilities.Experience handling confidential or sensitive client information.PreferredPrior work in mental health, addiction services, wellness retreats, or medical administration.Previous experience transporting VIP, HNWI, or UHNW clients.Familiarity with local areas surrounding Marbella, Costa del Sol, Cádiz, and Málaga airports.Understanding of holistic wellness modalities (yoga, mindfulness, somatic work, etc.).Key CompetenciesEmpathy & Professional PresenceSafe, Reliable Transportation SkillsCalm Under PressureDiscretion & ConfidentialityService-Minded AttitudeAttention to DetailProblem-Solving & InitiativeWhat We OfferOpportunity to work within a premium, human-centered wellness and recovery environment.Training in client care, mental health support sensitivity, and luxury service standards.Competitive compensation aligned with experience.Supportive, mission-driven team culture.