Client Ambassador Lead

OrangeTwist; Newport Beach (CA); On-site; USD 34,000 - 55,000; Full time

Benefits offered by this job

Competitive salary

Incentive plan

Generous paid time off

Sick time

Paid holidays

401k

FSA

Professional development

Job summary

OrangeTwist in Newport Beach, CA is seeking a hands-on Client Experience Lead to manage the centralized call center, CAT and CAST teams, and ensure each client interaction reflects superb service.

You will train, coach, monitor KPIs, and partner with Operations, Marketing, IT and clinical staff to optimize scheduling, leads, promotions and memberships.

This player-coach role offers growth, a competitive base with incentives, and a path toward management as the company continues to expand.

Qualifications

• 3+ years of call center, client experience, inside sales or related high-touch environment preferred.
• Lead, senior, trainer or supervisor experience strongly preferred.
• Exceptional client service skills and professional phone presence.
• Strong systems aptitude; learn CRM, scheduling, communications and reporting platforms.
• Experience training others on systems, processes and service standards.
• Comfort with performance metrics and spreadsheets; translate results into action.
• Sales and conversion mindset to drive promotions and business priorities.
• Ability to collaborate across departments and levels.
• High school diploma or equivalent; additional education or certifications a plus.

Responsibilities

• Lead daily operation of CAT and CAST, handling calls, leads, scheduling, and sales support.
• Represent OrangeTwist professionally and focus on client satisfaction.
• Be SME in the systems and workflows connecting clients to OrangeTwist.
• Train and coach team; maintain processes, scripts and materials.
• Monitor call center activity, queues, lead follow-up, and service levels.
• Own weekly KPI reporting; analyze trends and act on insights.
• Prepare the team for promotions, marketing activity, and memberships.
• Coach toward sales goals while maintaining a positive culture.
• Escalate client concerns and resolve issues promptly.
• Collaborate cross-functionally to address root causes with Ops/Marketing/IT.
• Educate clients on treatments and current promotions; support sales and retention.
• Document interactions accurately and protect confidential information.
• Onboard and provide ongoing feedback to CAT and CAST.
• Act independently while knowing when to escalate.

Skills

Call center experience

Customer service

Leadership

Training others

CRM systems

Sales & conversions

Data interpretation

Cross-functional collaboration

Education

High school diploma or equivalent

Tools

CRM

Scheduling systems

Reporting platforms

Job description

Newport Beach, California, United States

We want people to look + feel amazing. "Look good feel good" isn't just a cute phrase around here. We make it happen, in real life, every single day. It's all about innovation, personalization, and connection. No two people are ever alike, and neither are their treatments. We have high standards. Our treatments are curated from nothing but the best. We believe chic and high-end should still be friendly and approachable. This is OrangeTwist. Your treatment shop.

• 24 locations and growing
• 7 different types of treatments in 1 shop
• Our current eNPS (Employee Net Promoter Score) score of 75—Exceptional, world-class score— Extremely high employee's satisfaction and loyalty, showcasing a strong and positive work culture.

The Client Experience Lead is the hands‑on, day‑to‑day leader of OrangeTwist's centralized call center, leading the Client Ambassador Team (CAT) and Client Ambassador Sales Team (CAST). CAT is the nucleus of the client journey and often the first interaction a new or returning client has with OrangeTwist. This role ensures every call, lead, scheduling interaction, sales opportunity and client concern is handled with the same level of care, professionalism and urgency we bring to the medical side of our business.

This is a player-coach role. The Lead performs and understands the core Client Ambassador responsibilities while leading the team, owning call center performance, becoming a subject‑matter expert in the systems that connect the client journey, training to both the systems and the OrangeTwist experience, reporting weekly KPIs, anticipating sales‑cycle needs and resolving client and team escalations.

Location: 1301 Dove St., Suite 670, Newport Beach, CA 92660

Schedule: 5 shifts a week. Monday to Friday

Compensation: $25+/hourly (base on experience) plus incentive

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lead the daily operation and performance of CAT and CAST, including inbound and outbound calls, lead response, scheduling, sales support, client follow‑up and team coverage.
• Represent OrangeTwist in a positive, professional and client‑focused manner and ensure the team consistently does the same.
• Serve as a subject‑matter expert in the systems, workflows and tools that connect clients to OrangeTwist; understand how scheduling, leads, communications, promotions, memberships and center operations work together.
• Train and coach team members on both system execution and the client experience behind the workflow; maintain clear processes, scripts and training materials.
• Monitor call center activity, responsiveness, queues, lead follow‑up, booking activity, call quality and other service‑level expectations; step into the work when volume or business needs require it.
• Own weekly CAT and CAST KPI reporting. Understand the story behind the numbers, identify trends and gaps, and recommend actions to improve performance.
• Think ahead of the business and sales cycle. Prepare the team for upcoming promotions, marketing activity, appointment opportunities, membership priorities and month‑end lifts.
• Coach and motivate the team toward service, sales and conversion goals while maintaining a strong, positive and accountable culture.
• Serve as the first leadership escalation point for client concerns and team frustrations; listen, investigate, de‑escalate and resolve issues with sound judgment and urgency.
• Identify recurring client, process or system friction and partner cross‑functionally with Operations, Marketing, IT, Clinical and center teams to address root causes.
• Educate clients and support the team in educating clients on OrangeTwist treatments, services, memberships and current promotions; identify appropriate opportunities to support sales and retention.
• Ensure client interactions and outcomes are documented accurately and comprehensively in company systems and that confidential and sensitive information is handled professionally.
• Onboard, train and provide ongoing feedback and real‑time coaching to CAT and CAST team members.
• Act independently within the scope of the role, knowing when to solve, when to collaborate and when to elevate.

ADDITIONAL RESPONSIBILITIES

• Demonstrate a high degree of professionalism, communication, teamwork and accountability with clients, peers, center teams and management.
• Maintain high standards for quality, attendance, organization and follow‑through.
• Adhere to all Company policies, procedures, safety requirements and applicable local, state and federal laws.
• Ability to work varied hours, including days, evenings and weekends, as needed to support the business.

Perform additional duties as assigned that relate to the position and evolving needs of the business

EDUCATION / EXPERIENCE

• 3+ years of call center/contact center, client experience, inside sales, hospitality, healthcare, aesthetics, beauty/wellness or another high‑touch consumer environment preferred.
• Prior experience as a Lead, Senior, Trainer, Supervisor or other demonstrated team leadership strongly preferred.
• Exceptional client service skills, professional phone presence and demonstrated ability to de‑escalate difficult situations.
• Strong systems aptitude with the ability to learn CRM, scheduling, call‑center, communications and reporting platforms and become a power user.
• Experience training others on systems, processes and service standards.
• Comfort working with performance metrics and spreadsheets; ability to interpret results and translate them into action.
• Sales and conversion mindset with the ability to motivate a team around promotions, business priorities and month‑end goals.
• Ability to work effectively across multiple departments and organizational levels.
• High school diploma or equivalent required; additional education or relevant certifications a plus.

PHYSICAL DEMANDS / WORK ENVIRONMENT

This position is primarily performed in a call center/office environment and requires frequent computer and telephone use. The employee must be able to read, write, hear and speak effectively to communicate with clients and team members. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

GROWTH PATH

This role is designed as a leadership growth opportunity. Strong performance in client experience, people leadership, systems ownership, operational execution and business results may create a path toward Manager, Client Experience as the function and individual develop.

• Forward‑thinking, transparent, and inclusive company culture
• Competitive salary, incentive plan, generous paid time off, sick time, and paid holidays
• 401k employee contributions, FSA, and dependent care options
• Continuing education with our own University
• Employee referral bonus program, employee resource groups, and professional development
• All benefits dependent on role and eligibility

We’re accepting applications on an ongoing basis and will continue reviewing candidates until the role is filled.

All candidate email communication will be done through an @orangetwist.com email address. If you ever receive communication regarding a job posting from an entity that does not match that or seems concerning, please contact [e-mail] .

OrangeTwist is a leading national Aesthetic treatment with a mission to make our clients look + feel amazing. OrangeTwist is "your treatment shop for body, face, and skin," offering curated treatments including Botox + fillers, CoolSculpting, HydraFacial, lasers, micro-needling, skin and scalp care, and more.

We recognize that the key to success lies in valuing the minds, experiences and perspectives of people from all walks of life. OrangeTwist is proud to value diversity and be an equal opportunity employer. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, we will consider for employment qualified applicants with arrest and conviction records. OrangeTwist is an E-Verifyemployer.