Remote Concierge Team Lead - White-Glove CX

Magic; United States; Remote; USD 8,300 - 14,000; Full time

Benefits offered by this job

Remote position

40 hours per week

Job summary

Magic, a fast-growing wellness eCommerce brand, seeks a hands-on Team Leader to ensure white-glove service across email, social channels, and live chat. You will safeguard SLAs, elevate quality, coach agents, and own escalations to deliver high-judgment resolutions while aligning operations with leadership goals.

The role emphasizes coaching, knowledge training, surge support, and continuous improvement of CX workflows in a remote setup.

Qualifications

• Proven leadership experience managing customer support teams in ecommerce/DTC.
• Demonstrated ability to exercise strong judgment and deliver white-glove resolutions.
• Experience with CX platforms (Gorgias or Zendesk) and Shopify.

Responsibilities

• Own escalations workflow and resolve quickly; reassign when appropriate.
• Oversee day-to-day workflows across email, social, and chat to keep queues healthy.
• Coach agents through regular 1:1s, QA evaluations, and growth plans.
• Document coaching opportunities and align day-to-day operations with leadership goals.
• Provide ongoing feedback to drive skill progression and onboarding for new hires.

Skills

Leadership

Customer mindset

Strong judgment

Coaching

Communication

Tools

Gorgias

Zendesk

Shopify

Slack

Google Suite

Deputy

Shipfusion

Job description

Magic, a fast-growing wellness eCommerce brand, seeks a hands-on Team Leader to ensure white-glove service across email, social channels, and live chat. You will safeguard SLAs, elevate quality, coach agents, and own escalations to deliver high-judgment resolutions while aligning operations with leadership goals.

The role emphasizes coaching, knowledge training, surge support, and continuous improvement of CX workflows in a remote setup.