Concierge Manager: Scale Customer Experience & Support

april; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

april is hiring a Concierge Manager to build and lead a high-performing customer support function in a fast-paced startup environment. You will oversee a team of support professionals, bridging customers with tax experts to deliver a thoughtful journey throughout the tax process.

You will partner with Tax Operations and Tax Experts to shape strategy, processes, and culture, scaling the concierge organization as the business grows while maintaining a high-touch experience.

Qualifications

• 5–8 years of experience in customer support or concierge leadership.
• Proven experience leading customer-facing teams.
• Strong ability to build processes from scratch in a fast-paced startup.
• Customer-focused, proactive and solutions-oriented mindset.
• Experience supporting complex or sensitive customer interactions preferred.

Responsibilities

• Build, manage, and scale the Concierge function and customer support team.
• Hire, coach, and develop a high-performing team focused on empathy, responsiveness, and operational excellence.
• Establish service standards, workflows, KPIs, and quality assurance processes.
• Support customers with document retrieval, scheduling, product questions, and tax status inquiries.
• Partner with Tax Operations and Tax Experts to ensure efficient handoffs and issue resolution.
• Create and refine customer support processes to improve satisfaction and efficiency.
• Help define the customer experience strategy as the company grows.
• Identify opportunities for automation, tooling, and process optimization while maintaining high-touch service.
• Foster a culture of accountability, collaboration, and customer care.

Skills

Customer support leadership

People management

Process improvement

Operational excellence

Startup environment

Customer-centric mindset

Job description

april is hiring a Concierge Manager to build and lead a high-performing customer support function in a fast-paced startup environment. You will oversee a team of support professionals, bridging customers with tax experts to deliver a thoughtful journey throughout the tax process.

You will partner with Tax Operations and Tax Experts to shape strategy, processes, and culture, scaling the concierge organization as the business grows while maintaining a high-touch experience.