Concierge Team Leader - Freelance, Remote

Magic
Anywhere
Workplace: RemoteFull timeUSD 6 - 6 hourlyFunction: Hospitality & Food ServiceSkills: ["Leadership","Communication","Coaching","Judgment","Empathy"]

Lead a short-staffed Customer Experience team to deliver white-glove support across email, social, and live chat. Own escalations, ensure SLA and quality through queue monitoring and QA evaluations, and drive daily execution with clear prioritization. Coach and develop agents via 1:1s, onboarding support, and feedback loops, stepping into queues during surges while sharing performance insights and trends with leadership.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Magic
Magic
23 hours ago

Concierge Team Leader - Freelance, Remote

âś“ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Lead a short-staffed Customer Experience team to deliver white-glove support across email, social, and live chat. Own escalations, ensure SLA and quality through queue monitoring and QA evaluations, and drive daily execution with clear prioritization. Coach and develop agents via 1:1s, onboarding support, and feedback loops, stepping into queues during surges while sharing performance insights and trends with leadership.
Location: Anywhere
Workplace: Remote
Employment Type: Full time
Job Function: Hospitality & Food Service
Seniority: Manager level

Key Responsibilities

  • •Confirm attendance and coverage each shift and partner with Workforce Management to resolve gaps.
  • •Monitor daily CX performance metrics (response time, handle time, resolution, CSAT) and quality scores.
  • •Own and resolve escalations quickly, reassign when appropriate, and document coaching opportunities from process gaps.
  • •Set and reinforce daily focus, cascade priorities, and coach agents to deliver a white-glove customer experience.
  • •Step into queues during surges, reinforce process/policy updates, and surface recurring ticket drivers to leadership.

Pay and Benefits

Salary: USD 6 hourly

Key Requirements

  • •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.
  • •Exercise strong judgment and discernment to deliver white-glove resolutions.
  • •Experience managing queues with SLA stewardship, QA/coaching frameworks, and escalation ownership.
  • •Able to coach/mentor and maintain a culture of ownership, candor, and care while staying calm under pressure.
Experience:ECommerceDTCCustomer supportCustomer experience
Skills:LeadershipCommunicationCoachingJudgmentEmpathy
Tech Stack:GorgiasZendeskShopifySlackGoogle SuiteShipfusionDeputyEmailSocial channelsLive chat

Company Brief

Magic
Provides on‑demand dedicated virtual executive assistants and concierge services for businesses and executives, matching clients with trained remote assistants and AI-enabled support to handle administrative, sales, and personal tasks.
Industry: Professional Services
Company Size: Large (251 to 1,000 employees)
Revenue: USD 50M to 100M
Growth: Growth Stage Startup
Funding: Series A
Headquarters: San Francisco, United States
Founded: 2015
Glassdoor
Glassdoor: 3.3
WebsiteLinkedInGlassdoor