Guest Support Manager

Smoothie King • Coppell, TX

24d

About The Position

The Guest Support Manager leads Smoothie King’s guest feedback and recovery, ensuring an exceptional end-to-end guest experience across all locations. This role is responsible for overseeing guest relations operations, managing our external Guest Service Partner, driving service recovery excellence, identifying brand-impact insights, and developing systems that enhance guest recovery sentiment. The Manager serves as the central leader for guest recovery communications, partnering cross-functionally to improve processes, protect brand reputation, and elevate the overall guest experience.

Requirements

• Strategic thinker with strong operational execution skills.
• Proven ability to influence cross functional partners and external vendors to drive results.
• Excellent written and verbal communication skills across all levels of the organization.
• Advanced problem identification, root cause analysis, and solution implementation skills.
• High sense of urgency with a proactive, solution oriented mindset.
• Ability to manage multiple priorities in a fast paced environment.
• Strong analytical skills with the ability to interpret data and trends to support decision making.
• Maintains professionalism and composure under pressure.
• Collaborative team player who works effectively across diverse teams while promoting and embodying the culture, values, and mission of Smoothie King.

Nice To Haves

• Experience managing external vendors or service partners; Food and Beverage or franchise industry experience strongly preferred.
• Intermediate to advanced proficiency in Microsoft Office (Word, Outlook, PowerPoint, Excel) and experience with guest feedback platforms (e.g., SMG or similar systems) preferred.
• Strong interest in brand experience and a passion for health and fitness is a plus.

Responsibilities

• Lead execution of the brand’s guest feedback strategy, ensuring alignment with organizational priorities and delivering measurable impact on guest satisfaction, loyalty, and retention.
• Oversee performance, service levels, and accountability of the Guest Service Partner, ensuring adherence to brand standards, response-time expectations, and quality benchmarks.
• Serve as the primary liaison between Smoothie King and the Guest Service Partner, providing strategic direction, escalation oversight, performance feedback, and continuous improvement guidance.
• Direct the end-to-end management of guest inquiries, complaints, and compliments, ensuring timely, professional, and brand-aligned communication across all locations.
• Spearhead proactive service recovery initiatives by identifying trends, mitigating recurring issues, and partnering with Field Operations to drive effective resolution and documentation.
• Own and optimize the Guest Feedback integrated system to ensure accurate tracking, documentation integrity, and actionable performance reporting.
• Analyze guest feedback data to uncover trends, risks, and opportunities; translate insights into strategic recommendations for Operations Excellence Leadership.
• Develop and govern response frameworks, messaging standards, and a comprehensive library of approved communications to ensure consistency and brand protection.
• Foster a guest-first culture across the organization, reinforcing accountability, service excellence standards, and continuous improvement in the overall guest experience.

Benefits

• Join our team and enjoy an unusually fun work environment with an upbeat atmosphere and great team members.
• We keep our team happy with our great benefits package, free smoothies, flexible work schedules, office lunches and parties, monthly fitness challenges, free gym access, and more fun activities to make Smoothie King a happy and healthy place to work.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager