Client Ambassador Lead

About the role

We want people to look + feel amazing. “Look good feel good” isn’t just a cute phrase around here. We make it happen, in real life, every single day. It’s all about innovation, personalization, and connection. No two people are ever alike, and neither are their treatments. We have high standards. Our treatments are curated from nothing but the best. We believe chic and high-end should still be friendly and approachable. This is OrangeTwist. Your treatment shop. 24 locations and growing, offering 7 different types of treatments in one shop. Our current eNPS (Employee Net Promoter Score) score of 75—Exceptional, world‑class score—reflects extremely high employee satisfaction and loyalty, showcasing a strong and positive work culture.

The Client Experience Lead is the hands‑on, day‑to‑day leader of OrangeTwist's centralized call center, leading the Client Ambassador Team (CAT) and Client Ambassador Sales Team (CAST). CAT is the nucleus of the client journey and often the first interaction a new or returning client has with OrangeTwist. This role ensures every call, lead, scheduling interaction, sales opportunity and client concern is handled with the same level of care, professionalism and urgency we bring to the medical side of our business. This is a player‑coach role. The Lead performs and understands the core Client Ambassador responsibilities while leading the team, owning call center performance, becoming a subject‑matter expert in the systems that connect the client journey, training to both the systems and the OrangeTwist experience, reporting weekly KPIs, anticipating sales‑cycle needs and resolving client and team escalations. Location: 1301 Dove St., Suite 670, Newport Beach, CA 92660.

Responsibilities

• Lead the daily operation and performance of CAT and CAST, including inbound and outbound calls, lead response, scheduling, sales support,