Concierge Manager

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–...