Customer Service Team Lead (Concierge)

About the role

Skylight is seeking a Concierge Team Lead to oversee day‑to‑day operations of its customer‑service team. The role focuses on ensuring high‑quality support across phone, chat and email, while coaching agents and handling escalations.

Key responsibilities

• Maintain operational coverage for phone, chat and email channels, adjusting staffing to match volume.
• Step in on escalated issues or during peak periods to provide direct support.
• Partner with the Supervisor to report team performance, surface trends and shape coaching conversations.
• Oversee onboarding and ongoing training to set new agents up for success.
• Conduct regular quality reviews, reinforce standards and drive continuous improvement.
• Manage shift schedules, ensuring availability for nights and weekends and providing at least two days off per week.
• Support the team during peak seasons (May; November‑January) and key holidays (Mother’s Day, Thanksgiving, Christmas).

Required profile

• Proven experience leading a customer‑service or call‑center team.
• Strong coaching and performance‑management skills.
• Ability to analyze metrics, identify trends and implement process improvements.
• Excellent communication and interpersonal skills.
• Flexibility to work nights, weekends and holiday periods as required.

Required skills

• Experience with multi‑channel support (phone, chat, email).
• Quality‑assurance and coaching techniques.
• Shift‑planning and workforce‑management capabilities.
• Data‑driven performance monitoring.