Customer Service Supervisor

**Do you dream of being part of a 100% Quebec-based company in a rapidly growing industry that values well-being as much for its clients as for its employees?**

**Joining the SKYSPA Group means joining a passionate team in a work environment where well-being and balance are at the heart of everything we do. We offer you much more than just a job: a stimulating experience in a human and friendly setting.**

**WELCOME TO YOUR FUTURE PLAYGROUND**

The SKYSPA Group is a leader and pioneer in the spa industry in Quebec, with four establishments under three brands: SKYSPA Brossard, SKYSPA Quebec, **FÖRENA Cité Thermale in Saint-Bruno**, and Spa Nordic Station in Magog. Nearly 300 passionate individuals join our mission as employees or independent contractors.

We are looking for a **Customer Service Supervisor** for FÖRENA, an enthusiastic leader who is attentive and ready to work hand-in-hand with our teams to drive our projects forward.

**WHAT IT MEANS TO WORK WITH US**
- A positive work environment surrounded by people working together to achieve business results
- A human-centered company culture focused on the well-being of our employees;
- A strong team spirit;
- Free access to our 4 spas for you and a guest, starting on Day 1;
- Generous discounts on all our treatments;
- Competitive compensation;
- Collective insurance;
- Telemedicine services;
- A Corporate RRSP program;
- Flexible working hours;
- And much more

**YOUR MISSION**

Under the direction of the Operations Manager, the **Customer Service Supervisor**plays a key role in managing and developing our team of advisors, managers, and assistant supervisors. You will be the driving force behind an exceptional customer experience, ensuring that every interaction is memorable and satisfying.

You will ensure the smooth flow of daily operations, support your team, and work closely with other departments of the SKYSPA GROUP to meet customer service objectives and contribute to our collective success.

**YOUR DAILY TASKS**
- Manage complaints and ensure thorough follow-up on customer, group, and membership files;
- Supervise a dynamic team of SAC advisors and managers across different shifts while supporting other department teams (treatments, site, restaurant, maintenance) in the absence of their supervisors;
- Ensure impeccable, courteous, and efficient customer service at every stage of the customer journey;
- Actively participate in the hiring, training, and evaluation of your teams, optimizing the management of schedules and human resources;
- Promote and sell available services while advising clients on treatments, packages, and products;
- Manage administrative tasks such as health assessments, data entry, payroll, and inventory of operational tools;
- Work hand-in-hand with your colleague, the Treatment Supervisor, to optimize the therapists' schedules;
- Proactively collaborate with all departments (treatments, site, maintenance, restaurant) to offer an unforgettable customer experience.

**YOUR PROFILE**

**Professional Criteria**:

- 2 to 3 years of experience in team management focused on customer service, client experience, or human resources;
- College diploma, technical degree, or equivalent;
- Bilingualism in English and French, both written and spoken;
- Experience in a spa or hotel environment is a major asset.

**Personal Criteria**:

- Sense of responsibility, initiative, and great autonomy;
- Excellent organizational skills;
- High level of discretion;
- Superior customer service and team management skills, combined with a sharp business sense;
- Problem-solving ability and decision-making skills;
- Recognized as committed, responsible, organized, versatile, thoughtful, and with strong leadership;
- Excellent interpersonal skills and great listening abilities.

**JOIN US AND BE PART OF THIS UNIQUE ADVENTURE**
- Permanent full-time position (40 hours/week), with variable hours, including evenings and one weekend day;
- Position starting mid-April, or to be discussed.