LOS ANGELES CUSTOMER EXPERIENCE SUPERVISOR

## JOB DESCRIPTION

Overview

A Customer Experience Supervisor is someone who develops the team and embodies Sender One’s core values when making decisions. As a leader and coach, the Customer Experience Supervisor ensures their team creates an outstanding experience for everyone who walks through our doors.

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 escalate 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.

## PROFILE & EXPERIENCE

Profile

• An experienced and trusted advisor for staff who discovers & connects with others;
• Delegate and communicate with staff clearly and respectfully;
• Passionate about climbing, working with kids, and instructing;
• Ability to harness imagination and find novel approaches to overcome challenges;
• Willingness to learn and grow from challenges, seeing tasks through to completion;
• 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

• 1+ years of supervisory or leadership 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;
• 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 Supervisor meetings and the all staff quarterly meetings.