Concierge Team Leader

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

📋 Description

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

• Monitor response times, handle times, resolution rates, CSAT, and quality metrics.

• Identify underperformance, dissatisfaction trends, and notable successes to share with leadership.

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

• Communicate priorities and empower team members to provide exceptional customer experiences.

• Report trends, highlight top performers, and identify potential risks to leadership.

• Conduct regular one-on-ones, complete quality assurance evaluations, and maintain records of coaching notes and growth commitments.

• Offer continuous check-ins and real-time feedback.

• Assist with onboarding and shadowing processes for new employees.

• Manage and resolve escalations; reassign when necessary.

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

• Document coaching opportunities identified through escalations.

• Reinforce updates on processes and policies.

• Monitor training completion and follow up as required.

• Step in during high-demand periods to assist with queues.

• Bring recurring ticket issues to leadership's attention for resolution.

⛳️ Requirements

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

• Practical knowledge of Gorgias or Zendesk and Shopify platforms.

• Proficient in using Slack and Google Suite.

• Strong judgment and discernment for delivering high-quality resolutions.

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

• Experience with workforce coordination tools like Deputy.

• Background in managing social media channel queues.

• Skills in queue management, SLA adherence, quality assurance/coaching frameworks, escalation management, and documentation.

• Excellent communication skills, with a focus on coaching, mentoring, and data-driven decision-making.

• Empathy, solution-oriented mindset, and composure under pressure.

• Personal computer with a minimum of 8GB RAM and an Intel i5 or AMD Ryzen 5 processor or better.

• Internet connection with a minimum speed of 40MBPS.

• Headset featuring an extended noise-canceling microphone and webcam.

• Backup computer and internet connection.

• Quiet and dedicated home workspace.

• Dependable internet connection.

• Availability to work during U.S. business hours.

• Full-time commitment of 40 hours per week.

• Must provide own computer with at least an Intel Core i5 or comparable processor.

🏝️ Benefits

• No benefits package included.