Customer Support Manager
Core
Lead the development and delivery of a consistent, premium customer experience across a growing network of venues, while working directly in the support inbox to resolve issues and define brand voice.
Role type
Senior IC Customer Support Manager (Hospitality/Wellness)
Builds
Customer experience frameworks, training programs, and service standards for a multi-venue network
Domain
Hospitality, Wellness, Retail
Required skills
Leadership in customer experience, direct customer support management, developing service standards and training programs, project rollout across multiple locations, coaching and facilitation, brand voice definition, operational framework creation
Preferred skills
Experience in hospitality, wellness, or service-led environments, ability to build training from the ground up, balancing strategy with execution
Technologies
Support inbox systems, training platforms
Responsibilities
Responding to and resolving complex customer enquiries, identifying recurring issues and friction points, developing customer experience frameworks and standards, creating training materials and programs for FOH teams, leading new customer-related projects, reviewing feedback to drive continuous improvement, ensuring consistency across all customer touchpoints
Seniority
Senior, hands-on IC