Onsite VIP Concierge Team Lead

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

Benefits offered by this job

Paid time off (PTO)

Wellness benefits

Tuition reimbursement

Performance bonus

Job summary

Join TTEC in Tempe, AZ as a Team Lead on onsite Concierge Support, guiding a team delivering white-glove, VIP-level service with care, not sales. You’ll monitor performance, coach associates, resolve VIP escalations, and ensure a polished customer experience across interactions.

You’ll report to the Operations Manager and play a pivotal role in driving team engagement, accountability, and career development while supporting the company’s commitment to great service and inclusive culture.

Qualifications

• Associate degree, technical school, or equivalent work experience.
• Polished verbal and written communication skills, with the ability to handle sensitive VIP situations with discretion and professionalism.
• Experience in hospitality, luxury retail, private banking, financial services, or concierge-style service is preferred; comfortable with computer systems.

Responsibilities

• Coach associates to deliver white-glove, personalized service and achieve company and client goals.
• 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, making sure every customer walks away feeling valued.
• Manage multiple, complex, ongoing tasks and projects while monitoring absence and attendance of your team, processing payroll, and other administrative tasks.
• Motivate and mentor your team by providing constant coaching and feedback, celebrating successes with recognition, and having those difficult conversations when needed.
• Utilize numerous TTEC and client tools and applications throughout your day to accomplish required tasks.

Skills

Leadership

Coaching

Customer service

Communication

Education

Associate degree or equivalent

Job description

Join TTEC in Tempe, AZ as a Team Lead on onsite Concierge Support, guiding a team delivering white-glove, VIP-level service with care, not sales. You’ll monitor performance, coach associates, resolve VIP escalations, and ensure a polished customer experience across interactions.

You’ll report to the Operations Manager and play a pivotal role in driving team engagement, accountability, and career development while supporting the company’s commitment to great service and inclusive culture.