Concierge Team Leader - Freelance, Remote

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

Lead a short-staffed Customer Experience team to deliver white-glove resolutions across email, social channels, and live chat. Own escalations, ensure SLA stewardship, and monitor daily quality and performance metrics (response time, handle time, resolution, CSAT). Coach and develop agents through 1:1s and QA evaluations, coordinate coverage each shift with workforce management, and step into queues during surges to protect service quality and consistency.

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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 resolutions across email, social channels, and live chat. Own escalations, ensure SLA stewardship, and monitor daily quality and performance metrics (response time, handle time, resolution, CSAT). Coach and develop agents through 1:1s and QA evaluations, coordinate coverage each shift with workforce management, and step into queues during surges to protect service quality and consistency.
Location: Philippines
Workplace: Remote
Employment Type: Full time
Job Function: Hospitality & Food Service
Seniority: Manager level

Key Responsibilities

  • •Confirm attendance and coverage each shift; partner with Workforce Management to resolve coverage gaps.
  • •Monitor and improve daily CX metrics (response time, handle time, resolution, CSAT) and quality scores.
  • •Set daily priorities, cascade goals, and empower agents to deliver a white-glove experience across queues.
  • •Run regular 1:1s, complete QA evaluations, track coaching notes, and provide real-time feedback for skill growth.
  • •Own and resolve escalations quickly, reassign when appropriate, and document coaching opportunities from escalations.

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, with comfort using Slack and Google Suite.
  • •Strong judgment and discernment to deliver white-glove resolutions.
  • •Ability to manage queue operations and SLA stewardship, including escalation ownership and documentation.
  • •WFH setup readiness: reliable internet, quiet dedicated workspace, and required hardware/headset.
Skills:LeadershipCoachingClear communicationJudgmentEmpathy
Tech Stack:GorgiasZendeskShopifySlackGoogle SuiteShipfusionDeputyEmailSocial mediaLive 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