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