Lead and Customer Experience Concierge

Work hours: 40 hours per week
Timezone: Eastern Standard Time (U.S.)
Initial work schedule: 9:00 am-5:00 pm EST, Mondays to Fridays
Rate: $4-$5 per hour DOE

Job Overview:
We are seeking a Lean-Pro Concierge who will play a crucial role in managing lead journeys and supporting customer experiences from the ---------- nt a prospect opts in until they become an active client or student. This role focuses on providing timely, efficient, and empathetic support to ensure smooth interactions across every stage of the lead and client lifecycle.

The ideal candidate is proactive, organized, and detail-oriented, with a strong understanding of managing support tickets and collaborating effectively with sales and customer experience teams to enhance response times and client satisfaction.

Responsibilities:
Responding to customer and lead inquiries via email, chat, or ticketing system
Scheduling and rescheduling appointments and follow-ups
Handling FAQs and general support questions
Escalating complex issues or refund requests to senior staff
Managing CRM updates, data entry, and tracking support tasks
Monitoring voicemails and backlog of tickets
Processing rescheduling requests or forwarding them to the appropriate tea ---------- mber

Qualifications:
At least 1–2 years of experience in customer support, client success, or concierge-related roles.
Proficiency in FreshDesk, GoHighLevel (GHL), OnceHub, Slack, and other support platforms.
Strong organizational and multitasking abilities to manage multiple tickets and priorities.
Excellent written and verbal English communication skills.
Ability to work collaboratively with cross-functional teams and adapt quickly in dynamic environments.
Problem-solving mindset with the ability to take ownership of issues and follow through until resolved.
Nice-to-Have: Familiarity with CRM systems and automation tools for workflow efficiency.