Concierge Manager

Responsibilities

• Build, manage, and scale the Concierge function and customer support team
• Hire, coach, and develop a high-performing team focused on empathy and operational excellence
• Establish service standards, workflows, KPIs, and quality assurance processes
• Support customers with document retrieval, consultation scheduling, and general tax inquiries
• Partner with Tax Operations and Tax Experts to ensure efficient customer handoffs
• Create and refine customer support processes to improve satisfaction and efficiency
• Identify opportunities for automation and process optimization

Requirements

• 5–8 years of experience in customer support, concierge services, operations, or leadership
• Proven experience leading and developing customer-facing teams
• Strong operational and organizational skills with experience building processes from scratch
• Highly customer-focused with a proactive, solutions-oriented mindset
• Ability to operate in a fast-paced startup or technology environment
• Ability to navigate ambiguity and scale teams and systems effectively

Preferred Qualifications

• 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

About the Company

april is an embedded, year-round tax platform built to power smarter financial decisions. Using an AI-powered tax engine and API-first infrastructure, april brings real-time tax intelligence into the platforms people already use.