Remote Concierge Team Lead - Customer Experience

Magic, Inc; Philippines; Remote; PHP 424,000 - 593,000; Full time

Job summary

Magic, Inc. is seeking a Concierge Team Leader to manage a remote, freelance team delivering white-glove customer service across email, social channels, and live chat. You will ensure SLAs, coach agents, and own escalations in a fast-growing wellness eCommerce brand with U.S. operations.

Reporting to clients via Magic, you’ll align day-to-day operations with leadership goals, foster a high-performing culture, and drive continuous improvement in customer experience metrics.

Qualifications

• Proven leadership experience managing CX/concierge teams.
• Hands-on expertise with CX platforms (Gorgias or Zendesk) and Shopify.
• Demonstrated ability to exercise strong judgment to deliver high-quality resolutions.

Responsibilities

• Confirm attendance and coverage each shift; partner with Workforce Management to resolve gaps.
• Set and reinforce a clear daily focus; cascade priorities to deliver a white-glove experience.

Skills

Leadership

Customer-centric mindset

Decision making

Team coaching

Tools

Gorgias

Zendesk

Shopify

Slack

Google Workspace

Job description

Magic, Inc. is seeking a Concierge Team Leader to manage a remote, freelance team delivering white-glove customer service across email, social channels, and live chat. You will ensure SLAs, coach agents, and own escalations in a fast-growing wellness eCommerce brand with U.S. operations.

Reporting to clients via Magic, you’ll align day-to-day operations with leadership goals, foster a high-performing culture, and drive continuous improvement in customer experience metrics.