Customer Experience Manager at Level99

Natick, MA, United States

Job Description Job Description POSITION OVERVIEW

We’re seeking a Customer Experience Manager to join our growing organization. The successful candidate will be responsible for maintaining client satisfaction, triaging inquiries, managing day-to-day operations, and more broadly informing the go-forward strategy behind Level99’s customer service initiatives as it grows to support multiple locations. This person will act as a liaison between our customers and leaders throughout the business, ensuring seamless service delivery and communication.

Qualified and enthusiastic candidates should submit a resume and cover letter (PDF preferred) to [email protected] with the subject: “First Name Last Name – Customer Experience Manager.”

ABOUT US

Level99 is a first-of-its-kind entertainment experience, which opened its proof-of-concept venue in Natick, MA in June 2021. A massive World of Challenges, over 48,000 square feet in size, Level99 offers a physical open-world game environment where groups of 2-6 guests choose from nearly 50 rooms and experiences, each containing a unique physical or mental team challenge. Coupled with craft drinks and food in the Night Shift Beer Hall and an authentic craft dining experience in the Night Shift Tap Room & Kitchen, Level99 is an exciting new entertainment experience designed for young adults. More information is available at www.level99.com.

A young, entrepreneurial company, Level99 has immediate plans to triple in size, opening two new locations in the next 18 months. Level99 is venture backed with 8-figure financing and has an amazing team that has worked on such successful entertainment projects as 5 Wits, Boda Borg, Escape Rooms, Blue Man Group, and Walt Disney Imagineering as well as restaurant concepts including CAVA, Trillium Brewing Company, Tatte Bakery & Café, and more. This position is an opportunity for an experienced and motivated individual to dive into a dynamic environment and experience a true growth company, where you can apply your skills in a fun and exciting setting that brings joy and entertainment to hundreds of thousands of people.

JOB DESCRIPTION

The Customer Experience Manager is responsible for managing a team of Customer Experience Specialists including leading from the front in supporting the processing of customer inquiries and issues related to our products and services, as well as helping to define the Customer Experience strategy and opportunities for efficiency and enhancement. To drive a leading customer experience, you will assist by introducing relevant and essential information to new customers, providing quality service promptly and developing and maintaining a vast knowledge of our products and services. The role will also be responsible for data collection, handling surveys and communicating customer feedback to pertinent departments within the organization.

Responsibilities of this position will include:

Implementation of the full life-cycle of customer experience standards, policies and procedures, positioning Level99 as a leader in the touch and care in which it manages its guests

Establish KPIs for the management of the volume of customer inquiries whilst maintaining speed of service, accuracy, and positive culture

Enhance the customer experience strategy across all channels where Level99 guests (and prospective customers) interact with the brand, including email, phone, social, web, and more

Manage a growing team of Customer Experience Specialists, supporting their development, problem solving, and executing on opportunities for enhanced operations as Level99 embarks on a national expansion plan

Drive additional revenue through upselling and cross-selling, assisting guests throughout their journey from discovery to visit

Drive weekly review of inquiries and develop future plans or initiatives for the department

Lead Customer Experience reporting, supporting the business as it hones operational practices on both the food and entertainment segments

Liaise closely with internal teams to ensure timely response rates, customer satisfaction, and hospitality standards are upheld

Communicate effectively between our customers and internal team

Master internal processes and tools

Maintains a positive working relationship and treats all team members with respect while providing them with direction and feedback

Exemplar of passion for customer service and ownership of the customer experience until full resolution, excellent emotional intelligence, excellent written and verbal communication skills

While we don’t expect a candidate to have deep experience in all of the above, we’re looking for someone with the passion and capability to learn quickly in the areas that are new!

YOU MIGHT BE A FIT ON THE LEVEL99 TEAM IF YOU...

Like to laugh, would be described as a "low maintenance, low drama" person, have a tendency to have a bit of fun while you work

Have a high tolerance for ambiguity, like to go fast, and are excited to learn in a creative environment

Are just a little bit obsessive about getting the details right the first time

Have a high energy personality, the kind of person who is typically smiling, and likes to "get it done now"

MUST-HAVE SKILLS

Minimum 4 years of progressive experience within customer service and associated management roles

Experience supporting customers via multiple channels (social, phone, email, web, chat, etc.)

Ability to work well under pressure in a fast paced, ever changing work environment

Excellent verbal and written communication skills, including being analytical and the ability to convey learnings in charts or slides in Powerpoint & Excel

Excellent problem solving, deductive reasoning, organization and communication skills

Highly organized with strong attention to detail

High integrity and professionalism

A positive, joyful, upbeat and energetic attitude – leading by example

OTHER DESIRABLE (BUT NOT NECESSARY) SKILLS & EXPERIENCE INCLUDE

Relevant Education: Bachelor’s Degree, or other related degree

3 years of management experience

Experience within hospitality, entertainment or restaurant sectors

Qualified and enthusiastic candidates should submit a resume and cover letter (PDF preferred) to [email protected] with the subject: “First Name Last Name – Customer Experience Manager”

Available shifts and compensation: We have available shifts all days of the week. Compensation depends on your experience.

About Level99 Entertainment: At over 48,000 square feet, Level99 is the first-of-its-kind destination for challenge based entertainment, craft drinks and scratch kitchen. We challenge players and up to 5 friends to compete and collaborate both physically and mentally in over 40 different uniquely themed challenge rooms including the worlds of pirates, ninjas and the apocalypse just to name a few. Players are encouraged to work together to unlock additional rooms and rewards. If competition is more the players style then they can face off against others in our variety of arena-style competitions including the infamous Axe Run. In between challenges players can enjoy the dozens of locally produced art features while hydrating in the Night Shift Beer Hall with one of our craft drinks and shareable snacks. For a more authentic brewery dining experience guests can visit the Night Shift Tap Room & Kitchen for a beverage and expertly prepared dish from our scratch kitchen. We are currently seeking fun, smart, detailed and customer-oriented team members who are committed to bringing this concept to life in Natick, MA. Learn more about us at https://level99.com.

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