Customer Support Specialist

Customer Support Specialist – Oasis Premium Recovery

Location: Marbella / San Roque, Spain (Hybrid)

Department: Client Relations & Guest Experience

Reports to: Head of Client Experience

About Oasis Premium Recovery

Oasis 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 Summary

The 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 Responsibilities

1. Client Communication & Support

- Serve 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 & Onboarding

- Support 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-offs
- Transportation to and from authorized third-party clinical appointments
- Driving to holistic wellness sessions, activities, or off-site experiences
- Maintain 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 Management

- Assist 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 Assurance

- Consistently 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 Duties

- Maintain 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 & Experience

Required

- 2+ 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.

Preferred

- Prior 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 Competencies

- Empathy & Professional Presence
- Safe, Reliable Transportation Skills
- Calm Under Pressure
- Discretion & Confidentiality
- Service-Minded Attitude
- Attention to Detail
- Problem-Solving & Initiative

What We Offer

- Opportunity 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.