Concierge Team Leader

Job not on LinkedIn

🕒 August 20

🇵🇭 Philippines – Remote

💵 $6 / hour

⏰ Full Time

🟠 Senior

✨ Team Leader

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Magic, Inc

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 B2B

⚡ Productivity

B2B • Productivity

Magic, Inc. is a company that provides a frictionless way to connect businesses with thoroughly vetted and cost-effective remote workers for various key functions. Their services include virtual assistance, customer service, sales lead generation, and scheduling, leveraging a combination of automation and the expertise of remote workers to streamline business operations.

📋 Description

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

🎯 Requirements

• Proven leadership experience managing customer support/concierge teams, ideally in eCommerce/DTC • Hands-on expertise with Gorgias or Zendesk and Shopify • Comfortable with Slack and Google Suite • Demonstrated ability to exercise strong judgment and discernment to deliver white-glove resolutions • Experience with basic order/fulfillment tooling, such as Shipfusion • Experience with workforce coordination tools, such as Deputy • Experience with social channel queue management • Knowledge of queue management, SLA stewardship, QA/coaching frameworks, escalation ownership, and documentation • Clear communication, coaching and mentoring abilities • Empathy, high judgment, solution-first thinking, and calm under pressure • Computer with at least 8GB RAM and Intel i5 or AMD Ryzen 5 processor or higher • Internet speed of at least 40MBPS • Headset with extended noise-cancelling microphone and webcam • Back-up computer and internet connection • Quiet, dedicated workspace at home • Reliable internet connection • Ability to work U.S. business hours • Availability for 40 hours per week • Must provide own computer with Intel Core i5 or similar or higher operating system

🏖️ Benefits

• No benefits package included