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. With an accomplished leadership team and its talented staff, Inside Real Estate brings the resources, scale, and vision to deliver ongoing innovation and success to their growing customer base.

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.

Key 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.

Qualifications

Required:

• 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.

Preferred:

• 2+ years of leadership, coaching, or training experience.
• 3+ years of leadership experience at Inside Real Estate.
• 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