Customer Support Manager

Confidential Company

Lead, mentor, and motivate the customer support team, cultivating a warm, supportive, and high-performing environment that reflects the spa’s commitment to relaxation and exceptional guest care.

Analyze guest feedback, satisfaction surveys, and support metrics to identify service trends and improvement opportunities, proactively addressing customer pain points.

Develop and implement customer support processes and service standards that enhance the overall guest experience, ensuring smooth booking, check-in, and post-service interactions.

Manage customer escalations with professionalism and empathy, resolving complex scheduling, billing, or service-related issues to maintain guest satisfaction and loyalty.

Collaborate with spa management, therapists, marketing, and operations teams to address guest needs, refine service offerings, and improve internal communication.

Monitor support ticket volume, phone inquiries, and team performance to optimize staffing, streamline workflows, and ensure response times meet service expectations.

Create and maintain a comprehensive knowledge base, FAQs, and training materials to equip the support team with accurate information about spa services, packages, policies, and promotions.

Stay updated on industry trends, wellness technology, and customer service best practices to continually elevate the spa’s guest support experience.

Champion a guest-centric culture, ensuring that every interaction reflects the spa’s values of care, comfort, and exceptional service.