Concierge Team Leader - Freelance, Remote

About the Client
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.

Why does this role exist?

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.

The Impact you’ll make

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.

Skills, Knowledge and Expertise

Required:

- 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.

WFH Set-Up:

- Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.

- Internet speed of at least 40MBPS

- Headset with an extended mic that has noise cancellation and a webcam

- Back-up computer and internet connection

- Quiet, dedicated workspace at home

You should apply if...

- You love leading by example—jumping into queues when needed while keeping the team focused and accountable.

- You thrive in high-growth, fast-paced environments and can translate goals into crisp daily execution.

- You believe exceptional customer care is a competitive advantage and have the discernment to make it happen.

- You are proactive, honest, and committed to developing people, not just managing metrics.

What to expect... Work Setup:

- Remote position

- Must have a reliable internet connection and a quiet wor