- Salary
- $6+
- Location
- Global+
- Workplace
- Remote
- Type
- Contract
- Seniority
- Lead
- Source
- Pinpoint
Description
Concierge Team Leader - Freelance, Remote
Department: Specialized Roles
Employment Type: Full Time
Location: Global+
Reporting To: Client via Magic
Compensation: $6.00 / hour
Description
About the Client
A fast-growing, science-led wellness eCommerce brand focused on foundational health and recovery, known for its premium, research-backed products and customer-obsessed culture. The company operates in the U.S. and sells direct-to-consumer through a modern omnichannel support experience across email, social media, and live chat.
Why does this role exist?
The Customer Experience team is short-staffed during rapid growth, and the brand needs a hands-on Team Leader to ensure white-glove service across email, social channels, and live chat. This role exists to safeguard SLAs, elevate quality and consistency, coach agents, and own escalations so customers receive timely, thoughtful, high-judgment resolutions. It also aligns day-to-day operations with leadership goals while building a high-performing, values-driven culture.
The Impact you’ll make
Performance & Coverage
- 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.
Team Alignment & Culture
- 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.
Coaching & Development
- 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.
Escalations & Workflow Operations
- 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.
Knowledge & Training + Surge Support
- 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, Knowledge and Expertise
Required:
- 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.
Your superpowers are...
- 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.
WFH Set-Up:
- 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 should apply if...
- 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.
What to expect...
Work Setup:
- 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
Working Hours:
- 40 hours per week
- U.S. Business Hours
Compensation:
- $6 per hour
- No benefits package included
