Customer Experience Specialist

Company Description

Fallen Sparrow Tattoo Co. is an award-winning creative studio located in Kissimmee, Florida, specializing in custom tattoos, professional body piercings, and advanced tattoo removal services since 2009. Renowned for its high-level artistry and dedication to safety and client satisfaction, the studio offers a wide range of tattoo styles, from black and grey realism to fine line and full color. Our expert team works closely with clients to create unique and meaningful body art. Additionally, we provide state-of-the-art laser removal and expert piercing services. At Fallen Sparrow, we pride ourselves on fostering a community rooted in creativity, relationships, and self-expression.

Role Description

We’re looking for a highly personable, emotionally intelligent Client Experience Specialist to join our tattoo studio team.

This role is NOT about aggressive sales. It’s about building genuine relationships, guiding clients through their tattoo journey, and naturally helping them expand their ideas over time.

If you’re the type of person who people instantly trust, open up to, and enjoy being around—you’ll thrive here.

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What You’ll Do

You will act as the bridge between client and artist, helping create a seamless, elevated experience before, during, and after each tattoo.

Core Responsibilities:

  •  Welcome and guide clients through consultations (in-person, DM, or phone)

  •  Help clients refine and expand tattoo ideas in a natural, non-pushy way

  •  Book appointments and manage artist schedules efficiently

  •  Follow up with clients at key intervals:

  •  8 days (healing check aftercare guidance)

  •  15 days (progress light engagement)

  •  1 month (touch-up conversation)

  •  2 months (future tattoo planning)

  •  Encourage:

  •  Continuing sessions (for ongoing pieces)

  •  Add-ons or expansions to existing tattoos

  •  Future tattoo ideas

  •  Recommend and sell:

  •  Aftercare products

  •  Jewelry / retail items (if applicable)

  •  Schedule touch-ups and maintain client retention

  •  Keep detailed notes on each client (preferences, ideas, history)

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What We’re Looking For

This role is about energy and intuition, not pushy sales tactics.

Ideal Traits:

  •  Naturally warm, friendly, and approachable

  •  Strong emotional intelligence (reads people well)

  •  Excellent communicator (text, DM, in-person)

  •  Organized and detail-oriented

  •  Self-motivated (commission-based role)

  •  Passion for tattoo culture, art, and people

Experience (Preferred but not required):

  •  Customer service, hospitality, or concierge roles

  •  Sales—but relationship-based, not aggressive

  •  Booking/scheduling systems

  •  CRM or client tracking tools

  •  Social media communication (Instagram DMs especially)

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Compensation

  •  Commission-only structure

  •  Earn based on:

• Tattoo bookings

   •  Session continuations

   •  Product sales (aftercare, jewelry, etc.)

   •  Client retention and repeat bookings

(High earning potential for the right person—this role directly impacts studio revenue.)

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1. Soft Upsell Framework

They should understand how to:

  •  Ask open-ended questions

→ “Have you ever thought about extending this piece?”

  •  Mirror client language and excitement

  •  Suggest ideas, not push decisions

  •  Let the client feel like it was their idea

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2. Follow-Up Psychology

They should:

  •  Never sound scripted

  •  Check in like a friend, not a company

→ “Hey! Just wanted to see how it’s healing—this piece was 🔥”

  •  Use follow-ups to reopen conversations naturally

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3. Tattoo Lifecycle Awareness

They should understand:

  •  Healing stages (so they can speak confidently)

  •  When touch-ups are appropriate

  •  When to suggest continuation vs. new piece

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4. CRM / Tracking System

Even if simple, they should be comfortable with:

  •  Tracking client timelines (8 day, 15 day, etc.)

  •  Notes on each client’s future ideas

  •  Reminder systems (calendar, CRM, or even structured spreadsheets)

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5. Artist Matching

They should be able to:

  •  Pair clients with the right artist based on style personality

  •  Understand each artist’s strengths and preferences

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6. Revenue Awareness (Without Pressure)

They should intuitively:

  •  Recognize high-potential clients (large projects, collectors)

  •  Nurture long-term relationships vs one-time transactions

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🚫 What This Job Is NOT

  •  Not a call center

  •  Not aggressive sales

  •  Not transactional

This is about building trust and long-term client relationships.

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That person will:

  •  Increase average ticket size

  •  Increase retention

  •  Fill your artists’ calendars

  •  Build lifetime clients