Concierge Team Leader - Freelance, Remote

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.

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.

• 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.

• 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.

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

• 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