Customer Service Team Lead, Skylight

$67k

+ Equity. Salary range is applicable to CA/CO-based candidates only, and may vary for other locations

Zendesk

Slack

Junior and Mid level

Remote from US

Some travel required

Digital picture frams and smart calendars

Be an early applicant

Digital picture frams and smart calendars

201-500 employees

B2CLifestyleInterior design

Be an early applicant

$67k

+ Equity. Salary range is applicable to CA/CO-based candidates only, and may vary for other locations

Zendesk

Slack

Junior and Mid level

Remote from US

Some travel required

201-500 employees

B2CLifestyleInterior design

Company mission

To connect loved ones by creating the world's simplest products and services that improve family life.

Job

Company

Role

Who you are

This role is ideal for someone who loves developing people, has a sharp eye for quality, and thrives on building strong, well-run teams in a fast-paced, customer-obsessed environment
2+ years of experience in customer support, with demonstrated leadership abilities
Strong written and verbal communication skills, with an eye for tone and detail
Experience with support platforms like Zendesk and Slack
Proven ability to coach, train, and support team members in a fast-paced environment
Highly organized, self-motivated, and comfortable managing multiple priorities
Collaborative and empathetic leader, committed to helping others succeed
Comfortable with technology and experience working on a Macbook
Ability to travel to in-person events quarterly or as business needs arise
A reliable wifi connection is required for this role

What the job involves

We're looking for a Concierge Team Lead to manage day-to-day operations and quality across our Concierge team, ensuring consistent, high-quality support across phone, chat, and email
This role focuses on operational oversight, coaching, quality assurance, and performance management
You'll spend your time teaching, reviewing, and supporting others so they can deliver great customer experiences, stepping onto the frontline yourself only for escalations and emergencies
As Concierge Team Lead, you'll act as a key leadership partner to the Supervisor, keeping them informed on team performance, surfacing trends, and helping shape coaching conversations
You'll oversee coverage and workflow across all support channels, ensure onboarding and training set new Agents up for success, and connect regularly with Agents to review their work and reinforce quality standards
Please note that availability for nights and weekends are required for this role
The Concierge Team operates seven days a week, from 8 AM to 8 PM EST
Leader shifts are scheduled in 8-hour blocks within that timeframe, with at least two days off each week
Lead schedules run Sunday-Thursday with Friday/Saturday off or Tuesday-Saturday with Sunday/Monday off
Our peak seasons are May and November through January, and all team members are expected to work during the weeks of Mother’s Day, Thanksgiving, and Christmas. Extended PTO is not granted during this time
Own Operational Coverage Ensure phone, chat, and email channels are consistently staffed and running smoothly. Monitor volume and coverage across shifts, adjust as needed, and keep the team aligned on daily priorities. Step into the work on escalations or to support peak times of business
Act as Leadership Support to the Supervisor Serve as a close partner to the Supe, keeping them informed on how the team is performing. Share observations, flag emerging trends, and contribute directly to coaching conversations and performance management decisions
Drive Quality Through Coaching Connect with Agents during shifts or one-on-one to review their work, provide feedback, and reinforce best practices across tone, accuracy, and efficiency. Focus on building each Agent's skills and confidence so quality holds up consistently
Maintain Product and Process Expertise Stay deeply informed on Calendar product updates and workflows so you can train others effectively and answer escalated questions. Use this expertise to teach others and to guide the team when issues get complex
Support Hiring, Training, and Onboarding Play a lead role in hiring, training, and onboarding new Concierge Agents. Implement structured onboarding plans, guide new hires through key workflows, and ensure they ramp with confidence
Support Peak Season Operations Help manage team coverage and staffing during key high-volume periods such as Q4 and Mother's Day. Ensure the team is prepared, aligned, and supported when volume is highest
Support Pilots and Cross-Functional Initiatives Contribute to pilots or special projects by helping roll out new tools, workflows, or support models to the team. Gather feedback from Agents and share it upward to help improve the rollout experience

Our take

Skylight, a digital photo frame and smart calendar brand, has emerged as a solution to a timeless problem: staying connected with loved ones in an increasingly digital world. With over 1.5M units sold, Skylight's flagship product, the Skylight Frame, has quickly become the top-selling digital picture frame on Amazon. It offers a way for users to share cherished photos with family and friends from anywhere in the world.

To further expand its reach, Skylight recently closed a successful funding round. This funding marks a pivotal moment for the company, affirming its journey from a decade of profitable bootstrapping to a new era of growth and innovation. The capital injection will be used to support the company's mission to meet the surging demand for its tech and propel it to even greater heights.