Senior Digital Concierge & Quality Lead

Kendera Global is seeking an experienced bilingual professional to help lead our growing Digital Concierge team. We are an early-stage, people-first startup helping individuals use technology with greater confidence while protecting themselves from scams and online risks. This is a hands-on leadership position. You will supervise a team of approximately 3–4 Digital Concierges, report directly to the founder, and work closely with the founder’s assistant to keep daily operations organized and consistent. Key responsibilities: • Provide day-to-day guidance and support to Digital Concierge representatives • Monitor service quality and review calls or customer interactions • Coach representatives and provide clear, constructive feedback • Help enforce company procedures, service standards, and documentation requirements • Manage escalations, difficult interactions, and high-stress customer situations • Answer some customer calls and appointments when additional support is needed • Track recurring issues, team performance, and training needs • Communicate important updates directly to the founder • Help improve workflows as the company learns and grows Required qualifications: • Fluent professional communication in English and Spanish • Previous phone-based customer service, technical support, call center, or telecommunications experience • Prior experience supervising, coaching, training, or leading team members • Strong judgment, patience, professionalism, and problem-solving ability • Comfortable assisting customers with smartphones, applications, accounts, and everyday technology • Dependable, organized, and responsive when working remotely • Able to give feedback, hold team members accountable, and handle sensitive situations professionally • Flexible and open-minded about working within an evolving startup environment What to expect: This position will begin at approximately 5–10 hours per week at $10–$12 USD per hour, depending on experience and demonstrated capabilities. Initial hours will be limited while we evaluate performance, team needs, and customer demand. Additional responsibilities or hours may become available as the company grows, but they are not guaranteed. Kendera Global is still building its systems and refining its operations. The right person will be comfortable creating structure, adapting to change, communicating honestly, and helping build something from the ground up. To apply, please include: • A brief introduction • Your English and Spanish proficiency • Your phone or customer-support experience • Your leadership or quality-assurance experience • An example of how you handled a difficult customer or coached an underperforming team member • Your weekly availability • Your desired hourly rate within the posted range About Kendera Global: Kendera Global makes technology feel more human. Our mission is to build digital confidence through patient, respectful, people-first support—one tap at a time.