Concierge Team Leader - Freelance, Remote

Key Responsibilities

• Confirm attendance and coverage each shift; partner with Workforce Management to resolve gaps.
• Monitor daily performance metrics (response time, handle time, resolution, CSAT) and quality scores.
• Flag underperformance, dissatisfaction trends, and standout wins to leadership.

• Set and reinforce a clear daily focus; model ownership, candor, and care.
• Cascade priorities and empower agents to deliver a white-glove experience in every interaction.
• Share insights upward on trends, top performers, and at-risk outliers.

• Run regular 1:1s; complete QA evaluations; track coaching notes and growth commitments.
• Provide ongoing check-ins and real-time feedback to drive skill progression.
• Support onboarding and shadowing for new hires on your team.

• Own and resolve escalations quickly; reassign when appropriate.
• Oversee day-to-day workflows across email, social, and chat to keep queues healthy.
• Document coaching opportunities when escalations reveal behavior or process gaps.

• Reinforce process/policy updates; monitor training completion and follow up as needed.
• Step into the queue during surges; surface recurring ticket drivers to leadership for resolution.

Skills & Expertise

• Proven leadership experience managing customer support/concierge teams, ideally in eCommerce/DTC.
• Hands-on expertise with CX platforms (Gorgias or Zendesk) and Shopify; comfortable with Slack and Google Suite.
• Demonstrated ability to exercise strong judgment and discernment to deliver white-glove resolutions.

• Technical: Gorgias and/or Zendesk, Shopify, basic order/fulfillment tooling (e.g., Shipfusion), workforce coordination tools (e.g., Deputy), social channel queue management, Google Suite, Slack.
• Operational: Queue management, SLA stewardship, QA/coaching frameworks, escalation ownership, documentation.
• Leadership: Clear communicator, coach/mentor, culture carrier (ownership, candor, care), data-informed decision-maker.
• Customer mindset: Empathy, high judgment, solution-first thinking, calm under pressure.

• Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
• Internet speed of at least 40MBPS
• Headset with an extended mic that has noise cancellation and a webcam
• Back-up computer and internet connection
• Quiet, dedicated workspace at home

• You love leading by example-jumping into queues when needed while keeping the team focused and accountable.
• You thrive in high-growth, fast-paced environments and can translate goals into crisp daily execution.
• You believe exceptional customer care is a competitive advantage and have the discernment to make it happen.
• You are proactive, honest, and committed to developing people, not just managing metrics.

• Remote position
• Must have a reliable internet connection and a quiet workspace
• Required to provide own computer with Intel Core i5 or something similar or higher operating system

• 40 hours per week
• U.S. Business Hours

• $6 per hour
• No benefits package included