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 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 Benefits Originally posted on Himalayas