Client Ambassador Lead

Newport Beach, California, United States

We want people to look + feel amazing. "Look good feel good" isn't just a cute phrase around here. We make it happen, in real life, every single day. It's all about innovation, personalization, and connection. No two people are ever alike, and neither are their treatments. We have high standards. Our treatments are curated from nothing but the best. We believe chic and high-end should still be friendly and approachable.

This is Orange Twist. Your treatment shop.

• 24 locations and growing
• 7 different types of treatments in 1 shop
• Our current eNPS (Employee Net Promoter Score) score of 75—
  Exceptional, world-class score
  — Extremely high employee's satisfaction and loyalty, showcasing a strong and positive work culture.

The Client Experience Lead is the hands‑on, day‑to‑day leader of Orange Twist's centralized call center, leading the Client Ambassador Team (CAT) and Client Ambassador Sales Team (CAST). CAT is the nucleus of the client journey and often the first interaction a new or returning client has with Orange Twist. This role ensures every call, lead, scheduling interaction, sales opportunity and client concern is handled with the same level of care, professionalism and urgency we bring to the medical side of our business.

This is a player-coach role. The Lead performs and understands the core Client Ambassador responsibilities while leading the team, owning call center performance, becoming a subject‑matter expert in the systems that connect the client journey, training to both the systems and the Orange Twist experience, reporting weekly KPIs, anticipating sales‑cycle needs and resolving client and team escalations.

Location: 1301 Dove St., Suite 670, Newport Beach, CA 92660

Schedule: 5 shifts a week. Monday to Friday

Compensation: $25+/hourly (base on experience) plus incentive

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lead the daily operation and performance of CAT and CAST, including inbound and outbound calls, lead response, scheduling, sales support, client follow‑up and team coverage.
• Represent Orange Twist in a positive, professional and client‑focused manner and ensure the team consistently does the same.
• Serve as a subject‑matter expert in the systems, workflows and tools that connect clients to Orange Twist; understand how scheduling, leads, communications, promotions, memberships and center operations work together.
• Train and coach team members on both system execution and the client experience behind the workflow; maintain clear processes, scripts and training materials.
• Monitor call center activity, responsiveness, queues, lead follow‑up, booking activity, call quality and other service‑level expectations; step into the work when volume or business needs require it.
• Own weekly CAT and CAST KPI reporting. Understand the story behind the numbers, identify trends and gaps, and recommend actions to improve performance.
• Think ahead of the business and sales cycle. Prepare the team for upcoming promotions, marketing activity, appointment opportunities, membership priorities and month‑end lifts.
• Coach and motivate the team toward service, sales and conversion goals while maintaining a strong, positive and accountable culture.
• Serve as the first leadership escalation point for client concerns and team frustrations; listen, investigate, de‑escalate and resolve issues with sound judgment and urgency.
• Identify recurring client, process or system friction and partner cross‑functionally with Operations, Marketing, IT, Clinical and center teams to address root causes.
• Educate clients and support the team in educating clients on Orange Twist treatments, services, memberships and current promotions; identify appropriate opportunities to support sales and retention.
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