April
Concierge Manager
Houston, Texas · Senior
Sponsorship not specifiedDetected 49 days ago
TaxProcess ImprovementCustomer SupportLeadershipCollaborationOrganizational Skills
About the role
- This leader will be responsible for creating a best-in-class experience for our customers while supporting our growing team.
- Your team will serve as a critical bridge between our customers and tax professionals, helping ensure a seamless and thoughtful customer journey throughout the tax process.
- Establish service standards, workflows, KPIs, and quality assurance processes
Responsibilities
- Build, manage, and scale the Concierge function and customer support team
- Hire, coach, and develop a high-performing team focused on empathy, responsiveness, and operational excellence
- Document retrieval and collection
- General tax return status and support inquiries
- Partner closely with Tax Operations and Tax Experts to ensure efficient customer handoffs and issue resolution
- Create and refine customer support processes that improve both customer satisfaction and operational efficiency
- Proven experience leading and developing customer-facing teams
- Strong operational and organizational skills with the ability to build processes from scratch
- Experience building customer support or concierge functions from the ground up
Requirements
- 5-8 years of experience in customer support, concierge services, operations, or related leadership roles
- In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Company info
- Support customers with:
This listing is sourced directly from April's careers page and normalized into a canonical job model.