About the role
april is looking for an engaging, proactive, and customer-obsessed Concierge Manager to build and lead a high-performing customer support function. This leader will be responsible for creating a best-in-class experience for our customers while supporting our growing team. As the Concierge Manager / Senior Manager, you will oversee a team of support professionals (some with tax experience and some without) who are united by a commitment to exceptional customer service.
Your team will serve as a critical bridge between our customers and tax professionals, helping ensure a seamless and thoughtful customer journey throughout the tax process. This is an opportunity to build a function from the ground up in a fast-paced, collaborative startup environment. You’ll partner closely with relevant stakeholders to shape the strategy, processes, and culture of a dynamic concierge organization designed to scale with the business.
Key responsibilities
Build, manage, and scale the Concierge function and customer support team
Hire, coach, and develop a high-performing team focused on empathy, responsiveness, and operational excellence
Establish service standards, workflows, KPIs, and quality assurance processes
Support customers with:
Document retrieval and collection
Consultation scheduling and rescheduling
Product-related questions
General tax return status and support inquiries
Partner closely with Tax Operations and Tax Experts to ensure efficient customer handoffs and issue resolution
Create and refine customer support processes that improve both customer satisfaction and operational efficiency
Help define the customer experience strategy as the company continues to grow
Identify opportunities for automation, tooling, and process optimization while maintaining a high-touch customer experience
Foster a culture centered on accountability, collaboration, and customer care
Experience
5–8 years of experience in customer support, concierge services, operations, or related leadership roles
Proven experience leading and developing customer-facing teams
Strong operational and organizational skills with the ability to build processes from scratch
Highly customer-focused with a proactive and solutions-oriented mindset
Comfortable operating in a fast-paced startup or technology environment
Ability to navigate ambiguity and scale teams and systems effectively
Experience supporting complex or sensitive customer interactions is strongly preferred
Even better if
Tax industry or financial operations experience
Startup and/or high-growth tech company experience
Experience building customer support or concierge functions from the ground up
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
About april
april is the only embedded, year-round tax platform built to power smarter financial decisions. From filing to planning to onboarding, april’s white-labeled tools bring real-time tax intelligence into the platforms people already use, helping users understand the impact of every paycheck, equity transaction, or income shift, and stay on top of tax payments throughout the year. Built to handle even the most complex tax situations, april’s AI-powered tax engine ingests data directly from partner apps to deliver accurate outcomes in record time—making tax planning and filing more connected, contextual, and accessible than ever. With API-first infrastructure and seamless data integrations, april helps partners deliver more value, deepen loyalty, and turn taxes into a strategic edge—for their clients and their business.