Lead Concierge

As a Lead Concierge you will be one of a handful of people trusted to coach, train, and mentor more junior members on the team - ensuring they understand our definition of success and their positive impact on our business. Additionally, you will work with Senior Concierge to manage our grand prize fulfillments, ensuring our award recipients have an unforgettable experience. This includes buying prizes from various vendors, sending verifications via email and recording everything in our system of record. For those in customer facing careers with a track record of excellence, this is an ideal role for entry into leadership and management. This role is incredibly fun and satisfying as you are literally in the business of making clients happy and colleagues better :)

Responsibilities:
  • Coach junior team members toward success; actively learn new skills and teach others those same skills (written and verbal communication, escalations management, conflict resolution, constructive feedback, peer leadership)
  • Partner with Fulfillment leadership to influence near- and mid-term service operations and strategy
  • Work directly with Customer Success to ensure Fulfillment is aligned with client expectations
  • Handle high-touch, high-visibility, and high-pressure prize delivery
  • Reach out to customers and help fulfill the prize packages they won
  • Deliver high-quality customer service and support via email (50%) and phone (50%)
  • Call vendors around the world and book various experiences, often managing multiple days of events
  • Manage conflicting priorities in a high-pressure, high-performance environment

Requirements:
  • 2-4 years’ experience in Customer Service, Customer Support, Hospitality or related
  • Excellent verbal communicator and an eloquent speaker
  • Excellent grammar with no spelling mistakes
  • Pleasant conversational manner both on the phone and in writing
  • Team-first mentality & self-determined personality

Nice to haves:
  • Demonstrated ability to expertly manage conflicting priorities
  • High-bandwidth, high-energy, competitive and creative individual
  • Driven to outperform; dedicated to self-improvement

Salary: 
  • $42,000/year full-time

Education: 
  • Bachelor's, or an additional 1-2 years experience

Desired Experience:
  • Hospitality: 1 year
  • Customer Support: 1 years
  • Customer Service: 3 years

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