Director, Customer Service Another Nine Covington, KY Job Details Full-time $85,000 - $105,000 a year 1 day ago Benefits Paid parental leave Health insurance Dental insurance 401(k) Paid time off Parental leave Vision insurance Employee discount Flexible schedule Retirement plan Qualifications Live chat Optimizing workflow processes Vendor relationship building Managing technical support teams Google Workspace Performance dashboards Texting/chatbox tools Managing teams in a customer support role Tooling Coaching Upselling Slack Global team management Managing clients in a customer support role Customer service training (staff training program) Franchise business model Increasing sales revenue Remote access software Customer support ticket management Profit & Loss statement Customer support Remote desktop tools Financial performance measurement Business operations Customer satisfaction improvement Managing hospitality operations budgets Cross-functional team management Cross-functional communication Organizational budget management Ticketing system technical support Full Job Description Job Summary The Director of Customer Service will lead Another Nine's outsourced Guest Services team, own the Guest Services P&L, and serve as the primary point of contact for all customer escalations. This role is accountable for the financial performance of the Guest Services function — balancing franchisee Guest Services fee revenue against the cost of the outsourced team and supporting software — and for driving down overall contact volume by fixing the root causes of guest issues, not just handling them faster. The Director of Customer Service will work cross-functionally with Product & Technology, Marketing, and Franchise Operations to reduce how often guests need to contact us in the first place, and to turn recurring feedback into product and process improvements. This person will train and coach the Guest Services team on efficiency, accuracy, and upselling; will personally handle overflow tickets and escalations when the team is at capacity; and will provide light technical support themselves, including remotely accessing in-suite PCs to troubleshoot issues and push software updates. The Director of Customer Service will report to the Chief Operating Officer (COO) and collaborate with other members of the Another Nine team. This role is hybrid, based out of our Greater Cincinnati HQ. Key Responsibilities Lead the Guest Services team and serve as the final escalation point Train and coach team members on efficiency, accuracy, and upselling Implement new systems, tools, and processes to improve speed and satisfaction Run QA scorecards and ticket reviews; convert findings into coaching and process fixes Drive cross-functional efforts with Product, Marketing, and Franchise Operations to reduce relative contact volume Own the Guest Services P&L, tracking costs vs sales growth Create and maintain training materials, SOPs, and escalation playbooks Align Guest Services messaging and playbooks with Marketing and Franchise Operations Field overflow calls, messages, and tickets during peak volume Must Haves 4+ years managing a customer service, guest services, or support team, including outsourced/offshore talent Experience owning or contributing to a budget or P&L for a service/support function Track record reducing support or contact volume through process, product, or self-service improvements Experience training and coaching reps on service quality, efficiency, and upselling Comfort troubleshooting technical issues directly with customers Experience working cross-functionally to drive improvements Track record implementing new systems, software, or processes Experience with remote access/support tools and ticketing/live chat platforms Strong analytical skills; comfortable with performance dashboards and QA scorecards High ownership mindset — equally strategic and hands-on Excellent written and verbal communication Customer-first mindset Nice to Haves Experience in a franchise, multi-location, or hospitality business Experience managing a vendor or BPO relationship for customer support, including cost/staffing tradeoffs Familiarity or proficiency with tools like: G Suite (Docs, Sheets, etc) Notion Slack Generative AI About Another Nine Another Nine is the ideal indoor golf experience. Founded in Cincinnati in 2023, we built the city's first and only 24/7 indoor golf destination with all private simulator suites. Today, we're expanding nationally through company-owned facilities and franchise locations. We're on a mission to create access to the game of golf nationwide and empower like-minded entrepreneurs to be successful owner-operators of Another Nine. We're a high-growth startup with huge ambitions. If you're a builder with a figure-it-out mentality that can make our entire team better, this is the place for you. Compensation & Benefits $85,000 - $105,000 estimated annual base salary Performance bonus eligibility Flexible, uncapped PTO Hybrid work, based at Greater Cincinnati HQ Paid parental leave Medical, dental, & vision insurance 401(k) plan Paid parking & gym access at HQ office Free indoor golf at corporate-owned locations

Pay:

$85,000.00 - $105,000.00 per year

Benefits:

401(k) Dental insurance Employee discount Flexible schedule Health insurance Paid time off Parental leave Retirement plan Vision insurance

Work Location:

Hybrid remote in Covington, KY 41011