About the job

• Customer Support Manager *12 month contract - with possibility of extension* Alchemy Saunas is looking for an experienced Customer Support Manager, someone with previous experience in a similar role to lead the development and delivery of a consistent, premium customer experience across our growing network of venues. This is a hands-on management role for someone who understands that exceptional customer experience doesn’t happen by accident - it comes from clear standards, strong training, thoughtful systems and teams who understand exactly how the Alchemy experience should feel at every interaction. The Role As Customer Support Manager, you’ll take ownership of how the Alchemy customer experience is delivered day-to-day, while also building the frameworks, training and standards that strengthen it as we grow. You’ll work directly within our customer support inbox, responding to enquiries and resolving customer issues alongside the broader responsibilities of the role. This direct customer contact will give you an ongoing understanding of what our customers are experiencing and where our systems, communication or service can be improved. A key focus of the Customer Support Manager will be creating consistency across every customer touchpoint - whether someone is walking into an Alchemy venue, speaking with a team member on the phone, emailing our support team or engaging with us throughout their broader customer journey. You’ll help define what the Alchemy voice sounds and feels like, then embed it into the way our teams communicate and operate so every interaction feels seamless, professional, considered and unmistakably Alchemy. Your responsibilities will include: Actively managing and responding to customer enquiries through the Alchemy support inbox, including troubleshooting issues and ensuring customers receive timely, professional and considered support
• Taking ownership of more complex or escalated customer matters and working with relevant teams to achieve appropriate resolutions
• Using your direct exposure to customer enquiries to identify recurring issues, friction points and opportunities to improve the broader customer journey
• Developing Alchemy’s customer experience framework, establishing clear standards for what exceptional service looks like across the business
• Assessing existing customer interactions and identifying opportunities to improve service quality, consistency and professionalism
• Creating the training structure and programs required to continually improve customer experience across our FOH teams
• Developing practical training materials, resources, guides and tools covering customer service and customer support
• Building capability across our teams in face-to-face, phone and written communication, including manner, tone, language and service standards
• Ensuring Alchemy’s brand voice, values and customer experience expectations are embedded across every customer touchpoint
• Delivering and facilitating training while equipping venue leaders to reinforce those standards within their own teams
• Leading the rollout of new customer-related projects and initiatives, from planning and communication through to implementation and adoption
• Working closely with Operations and venue leadership to identify recurring customer pain points and develop practical solutions
• Reviewing customer feedback, support enquiries and service trends to identify opportunities for continuous improvement
• Creating greater consistency between venues so customers receive the same high standard of service regardless of where, when or how they interact with Alchemy
• Measuring the effectiveness of customer experience initiatives and refining training, systems and standards where required
• About You We’re looking for someone who brings leadership experience, customer service expertise and a willingness to remain hands-on. You’ll ideally have: Previous experience in a management or leadership role, ideally within customer experience, hospitality, wellness, retail or another service-led environment
• Strong experience providing direct customer support and confidently managing complex or sensitive customer matters
• Demonstrated experience developing and implementing customer service standards, training programs or operational frameworks
• The ability to build training from the ground up, rather than simply facilitate existing material
• Strong facilitation and coaching skills, with the confidence to work with team members and leaders at all levels
• A strong understanding of what creates an exceptional customer journey
• Excellent written and verbal communication skills, with a particularly strong understanding of tone, language and brand voice
• Experience leading projects or rolling out new initiatives across multiple teams or locations
• Strong attention to detail and an ability to identify where small improvements can significantly impact the customer experience
• The ability to balance strategy with execution — you're as comfortable developing a customer experience framework as you are jumping into the support inbox and helping a customer
• A proactive, solutions-focused approach and the confidence to take ownership of your area

What Success Looks Like Success in this Customer Support Manager role means that Alchemy feels like Alchemy at every touchpoint. Whether a customer walks into one of our venues, calls with a question, sends an email or needs help resolving an issue, the experience should feel consistent - warm, knowledgeable, professional and considered. Our teams should understand not only what great customer service looks like, but how to deliver it and why it matters. You’ll stay connected to our customers through the day-to-day support function while building the structure, training and standards that allow us to deliver an exceptional experience at scale.