[Aliso Viejo] CUSTOMER EXPERIENCE SUPERVISOR
$52,000–$57,200 year
On-siteAliso Viejo, California, United States
Job Summary
Build and sustain the Customer Experience staff culture at the location while leading, managing, and holding direct reports accountable. Act as manager on duty to resolve escalated customer issues and complaints beyond frontline capabilities. Oversee new hire progress using the training checklist, provide shift-based coaching, and conduct monthly check-ins for accountability. Communicate operational, risk management, and staff issues with the Manager, assist with interviews, and execute department objectives. Fully available for 30+ hours weekly across Sun-Sat shifts, including weekends and weeknights, with attendance at weekly supervisor and quarterly all-staff meetings.
Required Qualifications
- 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
- Must be able to work a minimum of 30 hours or 4 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
Desired Qualifications
- 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
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