CUSTOMER EXPERIENCE SUPERVISOR
About The Position
The Customer Experience Supervisor develops the team and embodies Sender One’s core values when making decisions. As a leader and coach, this role ensures the team creates an outstanding experience for everyone who visits the location. The supervisor supports staff development, customer service, hiring and onboarding, operational communication, and department objectives in collaboration with the Manager and other Supervisors. The role requires at least 30 hours or four shifts per work week, availability for at least one weekend day, some weeknight shifts and/or high-volume shifts as operational needs require, and attendance at weekly Supervisor and quarterly all-staff meetings.
Requirements
- At least 1 year of supervisory or leadership experience.
- Top-rope and lead belay and climbing experience.
- Knowledge of Google Suite, including Gmail, Sheets, Docs, and Drive.
- Able to work a minimum of 30 hours or four shifts per work week (Sunday–Saturday).
- Fully available to work at least one weekend day per work week (Sunday–Saturday).
- Available for some weeknight shifts and/or high-volume shifts depending on business or operational needs.
- Able to attend weekly Supervisor meetings and quarterly all-staff meetings.
- Able to delegate and communicate clearly and respectfully.
- Open to receiving and providing feedback, guidance, insight, assistance, and perspective professionally.
- Able to work with a team, support fellow team members, share ideas, and earn trust.
- Takes initiative and demonstrates drive to grow professionally.
Nice To Haves
- Knowledge of Paycom and interviewing experience.
- Knowledge of Rock Gym Pro reporting and data handling.
- Experience coaching and instructing.
- Passion for climbing, working with kids, and instructing.
- Ability to harness imagination and find novel approaches to overcome challenges.
- Willingness to learn and grow from challenges and see tasks through to completion.
- Experienced and trusted advisor to staff who discovers and connects with others.
Responsibilities
- Build and sustain the location’s Customer Experience staff and community culture in alignment with Sender One’s core values, purpose, and brand promise.
- Lead, manage, and hold all direct reports accountable.
- Serve as manager on duty to resolve escalated customer issues or complaints beyond the capability of frontline and Shift Lead staff when the Customer Experience Manager is absent.
- Oversee new-hire progress using the Customer Experience Training Checklist.
- Provide positive and constructive feedback and coaching to new hires and existing staff during shifts.
- Check in with assigned staff monthly and coach them on accountability and performance.
- Communicate operational, customer service, risk management, and staff issues to the Manager.
- Assist with interviewing and hiring, including phone, first, or final interviews, and onboarding.
- Understand other gym department functions and offerings.
- Assist the Customer Experience Manager with delegated administrative duties.
- Execute short- and long-term department objectives in collaboration with the Manager and other Supervisors.
- Attend weekly Supervisor meetings and quarterly all-staff meetings.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
