Concierge Manager

About the role

april is looking for an engaging, proactive, and customer-obsessed Concierge Manager to build and lead a high-performing customer support function. This leader will be responsible for creating a best-in-class experience for our customers while supporting our growing team. As the Concierge Manager / Senior Manager
, you will oversee a team of support professionals (some with tax experience and some without) who are united by a commitment to exceptional customer service.

Your team will serve as a critical bridge between our customers and tax professionals, helping ensure a seamless and thoughtful customer journey throughout the tax process. This is an opportunity to build a function from the ground up in a fast-paced, collaborative startup environment. You’ll partner closely with relevant stakeholders to shape the strategy, processes, and culture of a dynamic concierge organization designed to scale with the business.

• Build, manage, and scale the Concierge function and customer support team
• Hire, coach, and develop a high-performing team focused on empathy, responsiveness, and operational excellence
• Establish service standards, workflows, KPIs, and quality assurance processes
• Support customers with:
  • Document retrieval and collection
  • Consultation scheduling and rescheduling
  • Product-related questions
  • General tax return status and support inquiries
• Partner closely with Tax Operations and Tax Experts to ensure efficient customer handoffs and issue resolution
• Create and refine customer support processes that improve both customer satisfaction and operational efficiency
• Help define the customer experience strategy as the company continues to grow
• Identify opportunities for automation, tooling, and process optimization while maintaining a high-touch customer experience
• Foster a culture centered on accountability, collaboration, and customer care

• 5–8 years of experience in customer support, concierge services, operations, or related leadership roles
• Proven experience leading and developing customer-facing teams
• Strong operational and organizational skills with the ability to build processes from scratch
• Highly customer-focused with a proactive and solutions-oriented mindset
• Comfortable operating in a fast-paced startup or technology environment
• Ability to navigate ambiguity and scale teams and systems effectively
• Experience supporting complex or sensitive customer interactions is strongly preferred

• Tax industry or financial operations experience
• Startup and/or high-growth tech company experience
• Experience building customer support or concierge functions from the ground up

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.