Customer Relations Team Lead

What • Knoxville, TN

1d • Hybrid

About The Position

At Regal, we're committed to creating exceptional experiences for every guest, both in our theatres and through our customer support channels. As a Customer Experience Supervisor, you will help lead the day-to-day operations of our Customer Experience team, providing coaching, guidance, and support to ensure guest inquiries and concerns are resolved efficiently and professionally. In this role, you'll handle complex customer escalations, analyze service trends and performance metrics, and partner with theatre leadership and corporate teams to improve processes and enhance the guest experience. The ideal candidate is a customer-focused leader who excels at problem-solving, developing team members, and driving service excellence across the organization.

Requirements

• 1+ year of experience in customer service, team leadership, customer relations, or a related field
• Strong leadership, communication, and relationship-building skills with the ability to coach team members and deliver exceptional customer service.
• Calm, professional, and solutions-oriented when handling escalations, conflicts, and high-pressure situations.
• Highly organized with strong attention to detail, time management skills, and proficiency in Microsoft Office and other business systems.
• Customer-focused and goal-driven with a positive attitude, a passion for hospitality, and a commitment to supporting both theatre operations and guest satisfaction.

Nice To Haves

• Degree in Business, Marketing, Management, or equivalent experience preferred.

Responsibilities

• Provide leadership, guidance, training, and escalation support to Customer Experience team members, ensuring guest and theatre inquiries are resolved accurately, professionally, and within established service levels.
• Investigate and resolve complex customer complaints, fraud issues, and service concerns, partnering with General Managers and key internal stakeholders to determine appropriate resolutions.
• Analyze customer service data, monitor team productivity, track service metrics, and generate reports and dashboards to identify trends, opportunities, and areas for improvement.
• Collaborate with Operations, IT, Marketing, HR, and field leadership to address issues impacting guests, theatres, Regal Crown Club, Unlimited, the website, and mobile app.
• Recommend, develop, and support process improvements, operational enhancements, and training initiatives that improve service quality, team efficiency, and the overall guest experience.
• Maintain expertise in Regal policies, programs, products, and services while providing after-hours support and assisting management with team assignments, reporting, and special projects as needed.

Benefits

• Discretionary annual bonus
• Free movie passes and discounted concessions at any Regal location
• Paid vacation time and sick leave to support a healthy work-life balance
• Eligibility to participate in our 401(k) retirement plan with company match after age 21
• Summer half-day Fridays during the summer season
• Medical and prescription coverage, with company contributions toward the cost
• Company-paid life insurance and disability insurance at no cost to employees
• Dental, vision, and supplemental life insurance options available for employees and their dependents
• Additional coverage options including accident, critical illness, and hospital indemnity insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree