E-mail and instant messaging support specialist

Job Summary: At Ten , our goal is simple — to become the most trusted service business in the world. We are already the global market leader in lifestyle management and concierge services, providing exceptional support through our worldwide network of offices and over one thousand employees. We deliver outstanding service by combining Ten’s proprietary technology platform with the expertise of our highly trained Lifestyle Managers . Ten is growing rapidly with ambitious plans to innovate, inspire, and improve the lives of millions of members. Will you help take us there? As an Email and Instant Messaging Support Specialist , you will play a key role in delivering exceptional service to our global members by managing and triaging incoming emails and instant messages with efficiency, accuracy, and care. You will ensure every message receives a timely, high-quality response while maintaining our standards of professionalism and empathy. You will work closely with Lifestyle Managers and Team Managers to ensure all triaged requests are handled swiftly and effectively. This includes assigning inquiries to the appropriate team member, setting clear response timelines, and following up to ensure timely resolution. As the first point of contact for incoming correspondence, you will enhance the overall member experience and support smooth, coordinated operations across our global customer service teams. Essential Duties and Responsibilities: The following represents the main responsibilities of this position but is not exhaustive. Duties may evolve based on business needs. Manage and respond to all incoming customer emails and instant messages in a timely, professional, and empathetic manner. Provide accurate information, resolve issues, and deliver high-quality customer service aligned with company standards. Make basic bookings for members using approved booking portals. Record all customer interactions, inquiries, comments, and complaints in the CRM or ticketing system. Identify, prioritize, and escalate complex or unresolved issues to the appropriate departments. Collaborate with internal teams to ensure customer concerns are addressed efficiently. Follow established workflows, SLAs, and quality assurance guidelines. Maintain up-to-date knowledge of company products, services, policies, and promotions. Contribute to continuous improvement by sharing feedback and insights from customer interactions. Meet or exceed key performance metrics such as response time, accuracy, and customer satisfaction (CSAT). Behavioral Expectations: As an Email and Instant Messaging Support Specialist, you are expected to model the behaviors aligned with our Ten Standards and our core values of Member Focused, Trustworthy, and Pioneering . You should demonstrate a positive, solution-oriented, and supportive approach in all interactions. Strong written and verbal English communication skills are essential, with the ability to craft clear, empathetic, and professional responses. This role requires proficiency in Microsoft Office (especially Word), strong attention to detail, and the ability to manage multiple conversations and tasks simultaneously. Fluency in English—both written and spoken—is mandatory for effective communication with global members and internal teams. We value diversity and are committed to creating an inclusive work environment for all employees. At Ten, employment decisions are based on merit, competence, performance, and business needs. Rewards designed around you: Our people are at the heart of the business and we have a culture of recognition and reward. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development. All our employees also enjoy a range of benefits regardless of where they are based. Not only do we enjoy monthly Treats on Ten (on the tenth of each month) but employees also get 3 extra days of annual leave in their third year and an extra month of every 5 years. In line with these milestone lengths of service, we also operate a Ten Loyalty Reward program – this is a bonus (although we prefer to refer to this as ‘extra spending money’) that is awarded once these milestones are reached. The thinking behind the program is that not only does it recognise and reward commitment and loyalty to the business, but it can also be used to fund the adventures to be had during sabbaticals – this is the main intention and driving force behind the program. We want to give our people extra spending money so that they can truly enjoy their sabbaticals. One of our more popular perks, working holiday opportunities with the ability to work from any of our 20+ offices without taking annual leave. Who are we? Ten Lifestyle Group is an AIM-listed global travel and lifestyle concierge company founded in 1998 by Alex Cheatle and Andrew Long. Delivering unique travel, entertainment and dining experiences to the world, Ten is a vital part of the customer engagement strategies of leading premium financial services and consumer brands. Today, millions of members have access to Ten’s services across lifestyle, travel, dining, entertainment and retail benefits on behalf of over fifty clients including HSBC, Coutts, Bank of America, Westpac and Royal Bank of Canada. As well as offering a private membership tier, Ten serves some of the most valuable customers of the world's leading private banks, premium financial services and luxury brands. Corporate clients use Ten’s services to acquire, engage and retain affluent, high-net-worth customers. The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives. Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees. Its operations are underpinned by an increasingly sophisticated personalisation platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices. All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis. Looking ahead, Ten's strategy revolves around four key areas: Deliver a world-class member experience Invest in technology Expand contracts with new and existing clients Establish a foothold in new markets by leveraging its market-leading service proposition For more information, please watch Ten's Growth Engine Video: Growth Engine Video: Commitment to Diversity We encourage diverse philosophies, cultures and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline or terminate, will be based on merit, competence, performance and business needs. Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes. #J-18808-Ljbffr