Remote Concierge Team Leader — White-Glove CX & Coaching

Magic, Inc; San Francisco (CA); Remote; USD 6,900 - 9,600; Full time

Job summary

Magic, Inc. is seeking a Concierge Team Leader to guide a remote, global support team across email, social channels, and live chat. You will ensure SLA adherence, coach agents, and own escalations while maintaining a white-glove standard in every customer interaction.

The role emphasizes hands-on leadership, data-driven coaching, and cross-channel workflow management to sustain fast growth and high CSAT. Remote setup and flexible scheduling support a high-velocity ecommerce environment.

Qualifications

• Proven leadership experience managing customer support/concierge teams, ideally in eCommerce/DTC.
• Hands-on expertise with CX platforms (Gorgias or Zendesk) and Shopify; comfortable with Slack and Google Suite.
• Demonstrated ability to exercise strong judgment and discernment to deliver white-glove resolutions.

Responsibilities

• Confirm attendance and coverage each shift; partner with Workforce Management to resolve gaps.
• Monitor daily performance metrics (response time, handle time, resolution, CSAT) and quality scores.
• Flag underperformance, dissatisfaction trends, and standout wins to leadership.
• Set and reinforce a clear daily focus; model ownership, candor, and care.
• Cascade priorities and empower agents to deliver a white-glove experience in every interaction.
• Share insights upward on trends, top performers, and at-risk outliers.
• Run regular 1:1s; complete QA evaluations; track coaching notes and growth commitments.
• Provide ongoing check-ins and real-time feedback to drive skill progression.
• Support onboarding and shadowing for new hires on your team.
• Own and resolve escalations quickly; reassign when appropriate.
• Oversee day-to-day workflows across email, social, and chat to keep queues healthy.
• Document coaching opportunities when escalations reveal behavior or process gaps.
• Reinforce process/policy updates; monitor training completion and follow up as needed.
• Step into the queue during surges; surface recurring ticket drivers to leadership for resolution.

Skills

Leadership

CX platforms (Gorgias)

Zendesk

Shopify

Slack

Google Suite

Tools

Gorgias

Zendesk

Shopify

Slack

Google Suite

Shipfusion

Deputy

Job description

Magic, Inc. is seeking a Concierge Team Leader to guide a remote, global support team across email, social channels, and live chat. You will ensure SLA adherence, coach agents, and own escalations while maintaining a white-glove standard in every customer interaction.

The role emphasizes hands-on leadership, data-driven coaching, and cross-channel workflow management to sustain fast growth and high CSAT. Remote setup and flexible scheduling support a high-velocity ecommerce environment.