Climbing Gym: Customer Experience Supervisor

Sender One Service; Lakewood (CA); On-site; USD 34,000 - 38,000; Full time

Job summary

Sender One Lakewood in Lakewood, CA is seeking a Customer Experience Supervisor to develop the team and embody our core values. You will lead as a coach, ensuring the staff delivers an outstanding experience for every guest who walks through our doors.

You will build staff culture, mentor and evaluate performance, handle escalations as manager-on-duty, participate in hiring, and coordinate with other departments to meet department objectives.

Qualifications

• Experience leading and developing a team of staff with a focus on service quality.
• Strong communication and delegation skills with respectful, clear guidance.
• Passion for climbing, mentoring, and instructing diverse ages.
• Ability to think creatively to solve problems and motivate staff.
• Willingness to receive feedback and actively grow professionally.

Responsibilities

• Build and sustain the Customer Experience staff and community culture at their location that aligns with Sender One’s core values, purpose, and brand promise;
• Lead, manage, and hold all direct reports accountable;
• “Manager on duty” to resolve customer issues/complaints that elevate beyond what the frontline & Shift Lead staff can handle in the absence of the Customer Experience Manager;
• Oversees all new hire progress using the Customer Experience Training Checklist;
• Provides positive and constructive feedback and coaching to new hires and existing staff on shift;
• Checks in with assigned staff on a monthly basis and coaches for accountability and performance;
• Communicates operational, customer service, risk management, and staff issues with the Manager;
• Assists with the interview & hiring process, including phone, first, or final interviews, and onboarding;
• Understands other gym department functions and offerings;
• Assists the Customer Experience Manager with delegated administrative duties;
• Execute short and long term department objectives in collaboration with the Manager and other Supervisors.

Skills

Staff leadership

Communication

Team building

Coaching

Initiative

Tools

Google Suite

Paycom

Rock Gym Pro

Interviewing experience

Job description

Sender One Lakewood in Lakewood, CA is seeking a Customer Experience Supervisor to develop the team and embody our core values. You will lead as a coach, ensuring the staff delivers an outstanding experience for every guest who walks through our doors.

You will build staff culture, mentor and evaluate performance, handle escalations as manager-on-duty, participate in hiring, and coordinate with other departments to meet department objectives.