Concierge Team Leader

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Confirm attendance and coverage for each shift; collaborate with Workforce Management to address any gaps

• Monitor metrics such as response time, handle time, resolution, CSAT, and quality scores

• Highlight underperformance, dissatisfaction patterns, and notable successes to leadership

• Establish and reinforce daily objectives while exemplifying ownership, transparency, and care

• Communicate priorities and empower agents to provide an exceptional white-glove experience

• Share insights on trends, top performers, and at-risk individuals with leadership

• Conduct regular one-on-one meetings, complete quality assurance evaluations, and maintain coaching notes and growth commitments

• Offer continuous check-ins and immediate feedback

• Assist in onboarding and mentoring new hires

• Take ownership of and resolve escalations swiftly; reassign when necessary

• Supervise workflows across email, social media, and chat to maintain healthy queues

• Document coaching opportunities when escalations highlight behavioral or process deficiencies

• Reinforce updates to processes and policies

• Monitor training completion and follow up as required

• Step in to assist during busy periods

• Identify recurring ticket issues and bring them to leadership's attention for resolution

• Align daily operations with leadership objectives and foster a high-performing, values-driven culture

⛳️ Requirements

• Demonstrated leadership experience managing customer support or concierge teams, preferably in eCommerce or DTC

• Practical knowledge of Gorgias or Zendesk and Shopify

• Proficient in Slack and Google Suite

• Proven ability to make sound judgments and provide white-glove resolutions

• Familiarity with basic order and fulfillment tools, such as Shipfusion

• Experience with workforce coordination applications, like Deputy

• Knowledge of managing social channel queues

• Understanding of queue management, SLA stewardship, QA/coaching frameworks, escalation ownership, and documentation

• Strong communication, coaching, and mentoring skills

• Empathy, good judgment, solution-oriented mindset, and the ability to remain calm under pressure

• A computer with a minimum of 8GB RAM and either an Intel i5 or AMD Ryzen 5 processor or higher

• Internet speed of no less than 40MBPS

• A headset with a noise-cancelling microphone and a webcam

• Access to a backup computer and internet connection

• A quiet, dedicated workspace at home

• A reliable internet connection

• Availability to work during U.S. business hours

• Willingness to commit to 40 hours per week

• Must provide a personal computer with Intel Core i5 or equivalent or higher operating system

🏝️ Benefits

• No benefits package included