# Concierge Manager

**Company:** [April](https://hotfix.jobs/companies/april)
**Location:** Houston, TX
**Role:** Customer Support
**Salary:** $80k – $110k/yr
**Experience:** 5+ years
**Skills:** Customer Support, Concierge Services, Operations, Customer Service, Team Leadership, Process Improvement, KPIs, Quality Assurance, Automation, Tax Industry
**Posted:** 2026-06-03

> The Concierge Manager will build and lead a high-performing customer support team, creating a best-in-class experience for customers throughout the tax process. This role involves establishing service standards, workflows, and KPIs, and identifying opportunities for automation and process optimization.

## Job Description

## About the role
april is looking for an engaging, proactive, and customer-obsessed Concierge Manager to build and lead a high-performing customer support function. This leader will be responsible for creating a best-in-class experience for our customers while supporting our growing team. As the Concierge Manager / Senior Manager, you will oversee a team of support professionals (some with tax experience and some without) who are united by a commitment to exceptional customer service. 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. This is an opportunity to build a function from the ground up in a fast-paced, collaborative startup environment. You’ll partner closely with relevant stakeholders to shape the strategy, processes, and culture of a dynamic concierge organization designed to scale with the business.

## Key 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
* 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

## Experience
* 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

## Even Better If
* Tax industry or financial operations experience
* Startup and/or high-growth tech company experience
* Experience building customer support or concierge functions from the ground up

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