aliso viejo customer experience supervisor

5 days ago

Aliso Viejo, California, United States SENDER ONE SERVICE LLC Full time $25 - $28

Job Details
Job Location:    SENDER ONE ALISO VIEJO - ALISO VIEJO, CA
Position Type:    Full Time, Hourly
Salary Range:    $ $27.50 Hourly

Description

Key Notes About The Position & Opening Team:

  • Interviews for this position will commence the first week of December 2025.
  • Training will be held at the Sender One Santa Ana location prior to Aliso Viejo opening (approximately one (1) month prior to opening).
  • This role will require training in other departments (e.g. Programs and Facilities) as part of the opening team.

Overview:

A Customer Experience Supervisor is someone who develops the team and embodies Sender Ones core values when making decisions. As a coach and mentor, the Customer Experience Supervisor collaborates with the Customer Experience Manager to ensure all Sender One staff and Shift Leads are providing outstanding experience to new visitors, guests, members, and partners who walk through our doors.

Responsibilities:

  • Expert on all the responsibilities of a Customer Experience Shift Lead;
  • Complete goals on development plan set by the Customer Experience Manager;
  • Oversees all new hire progress using the Customer Experience Training Checklist and transfer data to the Staff Training Checklist;
  • 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 Customer Experience Manager;
  • Assists with the interview & hiring process, including but not limited to, phone, first, or final interviews, and onboarding;
  • Understands other gym department functions and offerings;
  • Manager on duty to resolve customer issues/complaints that escalate beyond what the frontline & Shift Lead staff can handle in the absence of the Customer Experience Manager;
  • Assists with supervision and administration of Programs (Bouldering only).
Qualifications

Profile:

  • An experienced and trusted advisor for staff - discover & connect with others;
  • Delegates and communicates with staff clearly and respectfully;
  • Passionate about climbing, working with kids, and instructing;
  • Ability to harness imagination and find novel approaches to shared responsibilities;
  • Ability to learn and grow from each task, challenge, and interaction while seeing them through to the end;
  • Open to receiving & providing feedback, guidance, insight, assistance, and perspective in a professional manner;
  • Work with a team, provide support to fellow team members, share ideas, and earn trust;
  • Take initiative and have the drive to grow professionally.

Industry Experience:

  • Top rope & lead belay and climbing experience;
  • Knowledge of Google Suite Gmail, Sheets, Docs, Drive, etc.
  • Knowledge of Paycom & interviewing experience;
  • Knowledge of Rock Gym Pro reporting & data handling;
  • Knowledge of Basecamp;
  • Experience coaching and instructing.

Time Commitment:

  • Must be able to work a minimum of 24 hours or 3 shifts per work week (Sun - Sat);
  • Must be fully available to work at least one weekend day per work week (Sun - Sat);
  • Must be able to work some weeknight shifts and/or high volume shift demands depending on business and/or operational needs;
  • Must be available to attend weekly Customer Experience Shift Lead/Supervisor meetings;
  • Must be able to attend the Mandatory All Staff Quarterly meeting.

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