Manager - Concierge

About the role

Inside Real Estate is a fast-growing, independently-owned real estate software firm that serves as a trusted technology partner to over 500,000 top brokerages, agents, and teams. Their branded portfolio, BoldTrail, includes BoldTrail (Front Office), BoldTrail BackOffice, and BoldTrail Recruit, solutions that create a complete tech ecosystem for clients and deliver seamless end-to-end operations to scale success at any level.

The Concierge Manager, Concierge PRO is responsible for leading and developing a team of Concierge and Senior Concierge professionals to deliver exceptional customer service and operational excellence. This role oversees day-to-day team performance, coaching, training, quality assurance, scheduling, payroll approval, and workforce planning while driving continuous process improvements. The ideal candidate is a collaborative leader who thrives in a fast-paced environment and is passionate about developing talent and achieving results.

Responsibilities

• Lead, coach, and develop a team of 12+ Concierge and Senior Concierge team members.
• Monitor daily operations to ensure service levels, quality standards, and team goals are achieved.
• Conduct new hire onboarding, coaching, regular one-on-one meetings, and performance evaluations.
• Review customer interactions and provide ongoing feedback to improve service quality.
• Create, maintain, and facilitate training materials and onboarding programs.
• Analyze team performance and identify opportunities to improve productivity and operational efficiency.
• Manage team scheduling and payroll approvals to ensure appropriate staffing coverage.
• Handle performance management, attendance, and employee development initiatives.
• Collaborate across departments to resolve escalations and improve processes.
• Leverage technology, automation, and AI tools to enhance workflows and team effectiveness.
• Review AI voice and SMS interactions and provide feedback to support continuous improvement.

Requirements

• Self-motivated with strong accountability and organizational skills.
• Excellent time management and attention to detail.
• Strong analytical and problem-solving abilities.
• High technical aptitude with excellent written and verbal communication skills.
• Ability to work independently and make sound decisions in a fast-paced environment.

Qualifications

• Preferred: 2+ years of leadership, coaching, or training experience.
• Preferred: 3+ years of leadership experience at Inside Real Estate.
• Preferred: Bachelor's degree.

Skills & Competencies

• Leadership and team development
• Coaching and performance management
• Process improvement and operational excellence
• Customer service and relationship management
• Training and facilitation
• Data analysis and decision-making
• Organizational and time management
• Adaptability in a changing environment
• Strong communication and interpersonal skills
• Experience leveraging technology and AI to improve workflows

Pay

Annual Salary: $50,000