- Drive Team Quality and Performance:**Maintain high standards across all customer communication channels (chat, email, social, etc.), ensuring KPIs — including schedule compliance — are consistently met. Provide regular coaching and feedback to support agent growth and performance. Partner with Team Leads to identify coaching needs, performance trends, and opportunities for improvement. - Oversee Quality Assurance:** Lead quality assurance efforts for Zendesk tickets, live chat, and social media responses. Use QA insights to drive training, refine workflows, and reinforce best practices across the team. - Lead Hiring, Onboarding, and Training:** Own the full lifecycle of hiring, onboarding, and training for new Concierge team agents. Delegate day-to-day training responsibilities as appropriate while maintaining ownership of the overall structure, content, and quality of the onboarding experience. Ensure agents ramp quickly, feel supported, and are set up for long-term success. - Manage Customer-Facing Programs:** Own and evolve customer-facing initiatives and programs that help the Concierge team better serve our users. Ensure content is clear, helpful, on-brand, and that participation and scheduling align with broader team goals. - Act as a Cross-Functional Partner:** Serve as a key partner across teams, staying aligned with evolving product, operations, and support initiatives. Represent the Concierge team in cross-functional conversations, advocating for both customer and agent needs. Support Peak Season Coverage and Engagement:** Lead planning and execution of team coverage during high-volume periods such as Q4 and Mother’s Day. Ensure the team stays engaged, well-supported, and aligned to meet increased customer demand with high-quality care.

• Provide customer end user technical support via phone, email, chat, and self-service portals • Diagnose and resolve customer issues with desktops, laptops, printers, peripherals, and common software applications • Assist end users with password resets, account unlocks, and access requests • Provide remote assistance when applicable • Troubleshoot network connectivity issues (e.g., internet access, VPN connections) • Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system • Escalate complex issues to higher-level support teams when necessary • Adhere to service level agreements (SLAs) and meet performance targets • Utilize the internal knowledge base to resolve common issues and improve efficiency • Drive customer satisfaction through proactive communication and first call resolution • Provide exceptional customer service by demonstrating empathy, patience, and a positive attitude • Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps

Skylight is a technology startup based out of Los Angeles and San Francisco. Our mission is to connect loved ones by creating the world’s simplest products and services that improve family life. We make consumer products, like Skylight Frame and Skylight Calendar, that are loved by millions of people across the globe. Our founders are former venture capitalists and serial entrepreneurs, who have scaled this business to $180M+ in annual revenue while being completely bootstrapped and profitable.  We think often about the thousands of smiles we are able to put on our customers’ faces each day, and it fills our hearts with purpose. That’s why we have been working hard to expand our team and invent, so that we can continue to bring the magic of Skylight to millions of loved ones throughout the world. Concierge Team Supervisor We’re looking for a Full-Time, Remote Calendar Support Team Supervisor to lead a team of customer support agents, known as our Calendar Concierge Team. This role focuses on the performance management of Concierge agents to ensure the team is providing high-quality customer interactions. This management role will also onboard and train new and tenured agents. As a supervisor, you’ll be responsible for making sure team quality is upheld across all aspects of customer communication and that KPIs in quality, efficiency, and engagement stay on track through ongoing feedback and performance management. You’ll oversee quality assurance for Zendesk tickets and chat, monitor social media platform support, and lead onboarding and training efforts. You’ll also support customer-facing programs and initiatives that help the Concierge team better serve our customers. You’ll play a key role in supporting Concierge team coverage — helping to identify staffing needs, ensuring scheduling compliance, and stepping in during high-volume periods. Your efforts will help maintain a consistent, high-quality customer experience across all channels. In addition, you’ll take the lead on reporting, using data to identify trends, flag opportunities for improvement, and guide performance conversations. In this role, you'll be a strong cross-functional partner, staying aligned with major initiatives and current priorities, and serving as a go-to expert across the org. This role is ideal for someone with deep experience in the leadership and performance management of front line customer service agents, and thrives in a fast-paced, customer-obsessed environment. Please Note: The schedule for this role is Tuesday-Saturday with Sundays and Mondays off. Responsibilities - Drive Team Quality and Performance: Maintain high standards across all customer communication channels (chat, email, social, etc.), ensuring KPIs — including schedule compliance — are consistently met. Provide regular coaching and feedback to support agent growth and performance. Partner with Team Leads to identify coaching needs, performance trends, and opportunities for improvement. - Oversee Quality Assurance: Lead quality assurance efforts for Zendesk tickets, live chat, and social media responses. Use QA insights to drive training, refine workflows, and reinforce best practices across the team. - Lead Hiring, Onboarding, and Training: Own the full lifecycle of hiring, onboarding, and training for new Concierge team agents. Delegate day-to-day training responsibilities as appropriate while maintaining ownership of the overall structure, content, and quality of the onboarding experience. Ensure agents ramp quickly, feel supported, and are set up for long-term success. - Manage Customer-Facing Programs: Own and evolve customer-facing initiatives and programs that help the Concierge team better serve our users. Ensure content is clear, helpful, on-brand, and that participation and scheduling align with broader team goals. - Act as a Cross-Functional Partner: Serve as a key partner across teams, staying aligned with evolving product, operations, and support initiatives. Represent the Concierge team in cross-functional conversations, advocating for both customer and agent needs. Support Peak Season Coverage and Engagement: Lead planning and execution of team coverage during high-volume periods such as Q4 and Mother’s Day. Ensure the team stays engaged, well-supported, and aligned to meet increased customer demand with high-quality care.

• Coordinate with internal departments to resolve issues and through with the client until completion. • Expected to take inquiries from systems and use basic level direction and discretion/decision-making authority as needed to resolve customer issues. • Responsible for assisting in the development of support delivery strategy and related processes, escalation procedures and training. • Provide information about products and/or services, answer questions, and resolve problems and issues. • Complete tasks or activities supporting the implementation of procedures. • Ensuring inquiries are followed up on and provided a resolution.