april FTE Job Template - US Remote

april • Houston, TX

1d • $80,000 - $110,000 • Remote

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed