Remote Concierge Team Lead - Elevate Customer Experience

MVP Ventures; Philippines; On-site; PHP 425,000 - 595,000; Full time

Job summary

Magic, Inc. is seeking a Concierge Team Leader for a fully remote, freelance-capable role supporting a fast-growing eCommerce brand with US market focus. You will lead a customer experience team across email, social, and live chat to ensure SLA adherence and high-quality, high-judgment resolutions.

Work setup is remote with 40 hours per week aligned to US business hours; compensation is $6 per hour with no benefits. You will coach agents, own escalations, and drive a values-driven culture.

Qualifications

• Proven leadership experience managing customer support/concierge teams in eCommerce/DTC.
• HAND-ONS with CX platforms (Gorgias or Zendesk) and Shopify; comfortable with Slack & Google Suite.
• Strong judgment to deliver white-glove resolutions.

Responsibilities

• Ensure shift attendance and coverage; coordinate with Workforce Management.
• Monitor metrics: response time, handle time, resolution, CSAT; track quality scores.
• Flag underperformance and escalate trends to leadership.
• Lead with ownership; coach agents for a white-glove experience.
• Own escalations; manage queues across email, social, and chat.
• Support onboarding and shadowing for new hires.

Skills

Leadership

Quality focus

People coaching

Tools

Gorgias

Zendesk

Shopify

Slack

Google Suite

Job description

Magic, Inc. is seeking a Concierge Team Leader for a fully remote, freelance-capable role supporting a fast-growing eCommerce brand with US market focus. You will lead a customer experience team across email, social, and live chat to ensure SLA adherence and high-quality, high-judgment resolutions.

Work setup is remote with 40 hours per week aligned to US business hours; compensation is $6 per hour with no benefits. You will coach agents, own escalations, and drive a values-driven culture.