Manager Client Experience

REPORTS TO: Director of Revenues and Memberships Analytics

SUBORDINATE POSITIONS: Client Service Representative

FLSA: Exempt (Salary)

ABOUT US

We are a purpose-driven company. We believe in the power of hair and how it can make people feel happy, secure, and confident. We offer a complete array of hair loss treatment solutions for all types and stages of hair loss. Our solutions are tailored to perfectly meet the needs of our clients because we want them to love their hair so that they can feel happy, confident and secure.

ABOUT THE ROLE

The Manager Client Experience is responsible for leading the customer service team, ensuring efficient handling of inquiries, complaints, cancellations, and refunds while upholding company standards. This role also builds strong partnerships with HairClub centers, supports escalated issues, coaches and develops team members, and maintains accurate records to drive continuous improvement and enhance the overall client experience.

YOUR GOAL

• 96% of clients' complaints are addressed within 2 business days of receipt
• 96% of clients' complaints have an appropriate resolution plan within 5 days of initial contact
• 96% of necessary refunds and cancellations are accurately processed within 2 business days after all other resolutions are exhausted

YOUR KEY RESPONSIBILITIES

1. Oversee and coordinate the daily activities of the client service team, ensuring all client inquiries, complaints, cancellations, and refunds are handled promptly and in accordance with company standards.

2. Provide coaching, guidance, and performance feedback to team members to support their professional development and ensure consistent service quality.

3. Collaborate with Center Managers and field operations to resolve escalated issues, ensuring alignment with organizational goals and business policy compliance.

4. Maintain accurate records of team performance, service failures, and client feedback, and report findings to leadership for continuous improvement.

5. Perform other reasonable duties as required to assist the department and the company in achieving its goals and objectives.

YOUR QUALIFICATIONS

• Bilingual in Spanish preferred
• Proven experience in customer support or related roles

YOUR SKILLS

• Excellent verbal and written communication skills
• Excellent problem-solving and conflict resolution skills
• Strong documentation skills
• Excellent time management skills with a proven ability to meet deadlines
• Strong teamwork and interpersonal skills
• Ability to work independently and adapt to the needs of the organization and clients

YOUR WORK ENVIRONMENT

• Office environment requiring working with computer systems
• May require lifting <20 lbs.

• Adhere to the centers schedule, which accommodates various time zones.

YOUR KEY BENEFITS

• Transforming the lives of thousands of men, women, and children
• Vibrant culture where every team member is valued and empowered to thrive
• Paid vacation days, holiday days, and personal days
• Comprehensive health benefits (medical, dental, life insurance, and more)
• 401(k) plan with a company match to prepare for retirement
• Corporate marketing to support you with leads and sales
• Tuition reimbursement
• Company-paid training

No contract of employment other than "at will" is expressed or implied, and all employment and compensation with HairClub is "at will" in that the employee may be terminated with or without cause, and without notice at any time, at the option of either HairClub or the employee, except as otherwise provided by law.