Concierge Manager

april april

Concierge Manager overseeing customer support team at april, a tax platform. Responsibilities include building processes, coaching staff, and improving customer experience.

Posted 6/4/2026full-timeHouston • Texas • 🇺🇸 United StatesMid-LevelSenior💰 $80,000 - $110,000 per yearWebsite

About the role

Key responsibilities & impact

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
Establish service standards, workflows, KPIs, and quality assurance processes
Support customers with:
- Document retrieval and collection
- Consultation scheduling and rescheduling
- Product-related questions
- 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
Help define the customer experience strategy as the company continues to grow
Identify opportunities for automation, tooling, and process optimization while maintaining a high-touch customer experience
Foster a culture centered on accountability, collaboration, and customer care

Requirements

What you’ll need

5–8 years of experience in customer support, concierge services, operations, or related leadership roles
Proven experience leading and developing customer-facing teams
Strong operational and organizational skills with the ability to build processes from scratch
Highly customer-focused with a proactive and solutions-oriented mindset
Comfortable operating in a fast-paced startup or technology environment
Ability to navigate ambiguity and scale teams and systems effectively
Experience supporting complex or sensitive customer interactions is strongly preferred
Tax industry or financial operations experience is even better
Startup and/or high-growth tech company experience is even better
Experience building customer support or concierge functions from the ground up is even better

Benefits

Comp & perks

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Hard Skills & Tools

customer supportconcierge servicesoperations managementprocess optimizationKPI establishmentquality assurancedocument retrievalconsultation schedulingtax return support

Soft Skills

empathyresponsivenessoperational excellenceteam leadershipcoachingcustomer-focusedproactive mindsetsolutions-orientedcollaborationaccountability