Onsite Team Lead, VIP Concierge Service Delivery

TTEC; Tempe (AZ); On-site; USD 58,000 - 60,000; Full time

Job summary

TTEC in Tempe is seeking a Team Lead to guide a VIP concierge support team onsite. You’ll drive white-glove service, coach associates, and resolve escalations while ensuring polished, personalized interactions across all client touchpoints.

We value empathetic leadership, excellent communication, and a service-first mindset. Expect a competitive compensation package, opportunities for growth, and a collaborative, inclusive culture.

Qualifications

• Associate degree, technical school, or equivalent work experience.
• Utilize time management skills for priority tasks to make informed decisions.
• Engage and support your team while focusing on overall team performance.
• Demonstrate empathetic leadership by maintaining composure and professionalism.
• Service-first, customer-focused mindset with a passion for creating memorable experiences.
• Polished verbal and written communication skills with discretion and professionalism.
• Experience in hospitality, luxury retail, private banking, financial services, or concierge-style service is preferred.

Responsibilities

• Coach associates to deliver white-glove, personalized service and achieve company and client goals, while addressing employee-related issues and coordinating training.
• Model the concierge standard by listening in on and joining customer interactions, giving real-time feedback on tone, empathy, and ownership.
• Handle VIP customer escalations with urgency, discretion, and care, ensuring customers feel valued.
• Manage multiple, complex tasks and projects while monitoring attendance, payroll, and other administrative tasks.
• Motivate and mentor your team with continuous coaching and feedback, recognizing successes and having difficult conversations when needed.
• Utilize various TTEC and client tools, troubleshoot technology issues and support outage processes.
• Influence company performance by leading with compassion to retain employees and improve occupancy.

Skills

Leadership

Communication

Time management

Customer service

Empathy

Education

Associate degree or equivalent

Job description

TTEC in Tempe is seeking a Team Lead to guide a VIP concierge support team onsite. You’ll drive white-glove service, coach associates, and resolve escalations while ensuring polished, personalized interactions across all client touchpoints.

We value empathetic leadership, excellent communication, and a service-first mindset. Expect a competitive compensation package, opportunities for growth, and a collaborative, inclusive culture.