Concierge Team Leader
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Job Description
Concierge Team Leader leading customer support across email, social, and chat. Coaching agents and managing escalations for a U.S. science-led wellness eCommerce brand.
Responsibilities:
- Confirm attendance and coverage each shift; partner with Workforce Management to resolve gaps
- Monitor response time, handle time, resolution, CSAT, and quality scores
- Flag underperformance, dissatisfaction trends, and standout wins to leadership
- Set and reinforce daily focus and model ownership, candor, and care
- Cascade priorities and empower agents to deliver a white-glove experience
- Share trends, top performers, and at-risk outliers with leadership
- Run regular 1:1s, complete QA evaluations, and track coaching notes and growth commitments
- Provide ongoing check-ins and real-time feedback
- Support onboarding and shadowing for new hires
- Own and resolve escalations quickly; reassign when appropriate
- Oversee workflows across email, social, and chat to keep queues healthy
- Document coaching opportunities when escalations reveal behavior or process gaps
- Reinforce process and policy updates
- Monitor training completion and follow up as needed
- Step into the queue during surges
- Surface recurring ticket drivers to leadership for resolution
- Align day-to-day operations with leadership goals and build a high-performing, values-driven culture
Requirements:
- Proven leadership experience managing customer support/concierge teams, ideally in eCommerce/DTC
- Hands-on expertise with Gorgias or Zendesk and Shopify
- Comfortable with Slack and Google Suite
- Demonstrated ability to exercise strong judgment and discernment to deliver white-glove resolutions
- Experience with basic order/fulfillment tooling, such as Shipfusion
- Experience with workforce coordination tools, such as Deputy
- Experience with social channel queue management
- Knowledge of queue management, SLA stewardship, QA/coaching frameworks, escalation ownership, and documentation
- Clear communication, coaching and mentoring abilities
- Empathy, high judgment, solution-first thinking, and calm under pressure
- Computer with at least 8GB RAM and Intel i5 or AMD Ryzen 5 processor or higher
- Internet speed of at least 40MBPS
- Headset with extended noise-cancelling microphone and webcam
- Back-up computer and internet connection
- Quiet, dedicated workspace at home
- Reliable internet connection
- Ability to work U.S. business hours
- Availability for 40 hours per week
- Must provide own computer with Intel Core i5 or similar or higher operating system
Benefits:
- No benefits package included
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