Customer Experience & Outlet Supervisor

Customer Experience (CX) & Outlet Supervisor

Multiple Openings | Full-Time & Part-Time

Neko Neko is expanding our Customer Experience team, and we're looking for several new team members to join us across our cat grooming and boarding outlets.

We are currently hiring for:

Outlet Supervisor — Full-Time
Customer Experience (CX) — Full-Time or Part-Time

Both roles are hands-on and customer-facing, supporting the smooth day-to-day running of our outlets.

As we operate multiple locations, all candidates must be comfortable working across different Neko Neko outlets based on operational needs and working weekends according to roster.

Customer Experience (CX)

Our CX team is the frontline of the customer journey and supports the daily running of our outlets.

Responsibilities include:

• Welcoming customers and managing check-ins and check-outs

• Responding to enquiries and assisting with bookings

• Communicating service and care information clearly to customers

• Coordinating between customers, groomers and caretakers

• Managing routine customer enquiries and concerns

• Supporting the day's appointments and boarding movements

• Keeping schedules and outlet operations organised

• Maintaining outlet presentation and operational standards

• Monitoring stock, supplies and routine outlet requirements

• Following company SOPs and procedures

• Escalating customer, safety or operational concerns appropriately

CX positions are available on both a Full-Time and Part-Time basis.

Outlet Supervisor — Full-Time

Outlet Supervisors perform the core CX responsibilities above while taking greater ownership of the overall running of their outlet.

Additional responsibilities include:

• Acting as the day-to-day lead for the outlet

• Coordinating the outlet team and daily priorities

• Preparing and maintaining staff rosters

• Identifying manpower gaps and operational concerns early

• Overseeing customer experience standards

• Managing routine customer recovery and complaints

• Ensuring SOPs and operational standards are followed

• Coordinating housekeeping, stock, maintenance and other outlet requirements

• Following up on outstanding issues through to closure

• Providing guidance and feedback to CX team members

• Surfacing staff, performance or operational concerns to Management

• Working closely with our Talent & Operations team

The Outlet Supervisor position is a Full-Time leadership role and requires someone comfortable taking ownership, making routine decisions and providing direction to the outlet team.

Roving Across Outlets

While team members may have a regular or primary outlet, both CX and Outlet Supervisors must be comfortable being rostered across our different locations when required.

Deployment may change according to manpower, leave, operational coverage and business needs.

We are therefore looking for candidates who are comfortable working in a roving environment rather than being limited to one permanent outlet.

Who We're Looking For

You should:

• Enjoy customer-facing work and communicating with people

• Be comfortable and confident around cats

• Be organised and able to manage multiple priorities

• Take initiative rather than waiting for every task to be assigned

• Be reliable and able to work independently

• Communicate professionally with customers and colleagues

• Remain calm when schedules change or unexpected situations arise

• Be comfortable working across different outlets

• Be available to work weekends according to roster

• Be comfortable working in a hands-on service environment

Previous experience in customer service, hospitality, retail, veterinary/pet services or outlet operations is useful, but not essential for CX positions.

For Outlet Supervisor applicants, previous supervisory, team-lead or outlet operations experience is preferred.

Career Progression

Full-Time CX team members who demonstrate strong customer service, operational judgement and leadership potential may have opportunities to progress into Outlet Supervisor and other operational leadership roles as they develop with the company.