Assistant Manager Customer Experience

About the Role

If you love people, thrive in a fast-paced environment and take real pride in delivering exceptional service, we'd love to meet you. Mokara is a close-knit team that puts families and children at the heart of everything we do, and we're looking for an Assistant Manager, Customer Experience to help lead that experience from the front.

This is a leadership role at the centre of our front-of-house operations. You'll guide the Customer Experience team, own our ticketing system hands-on, and act as the bridge between frontline service and management, stepping in for the Customer Experience Manager when they're away. You should be someone who leads with confidence, thinks a few steps ahead, and stays hands-on even at the busiest times.

What You'll Own

Customer Experience Leadership

• Set the tone at the front desk, modelling the service standard you want the team to deliver
• Oversee daily interactions across all channels
• Personally handle escalated or sensitive customer issues with fairness and empathy
• Maintain consistent service quality across every shift

Ticketing System Ownership

• Take hands-on ownership of our ticketing system, working tickets directly.
• Monitor queues and keep response times on track.
• Make sure every customer conversation is accurately logged and resolved.
• Spot recurring issues and flag trends that management should know about.

Team Scheduling & Coverage

• Plan and manage the Customer Experience team's roster.
• Ensure the floor is properly staffed across shifts, weekends and peak periods.
• Step in operationally yourself when coverage is tight.

Coaching & Development

• Mentor, coach and lead the Customer Experience Associates on service quality, systems and communication.
• Support onboarding and refreshers.
• Give management honest feedback on performance and training needs.

SOP Input & Continuous Improvement

• Bring frontline insight back to the Customer Experience Manager.
• Recommend improvements to SOPs, workflows and escalation paths based on what you see working (or not) on the ground.
• Contribute ideas rather than simply enforcing what's already written.

Acting Manager

• Step in for the Customer Experience Manager when they're unavailable.
• Keep decisions moving and the team supported in their absence.

About You

• 3 to 5 years of customer service experience, including at least 1 to 2 years leading, supervising or mentoring others.
• Comfortable owning a ticketing or CRM system hands-on, not just overseeing it.
• Calm and clear under pressure, with strong written and verbal communication.
• Structured and detail-driven; you care about getting records and processes right, not just resolving the issue in front of you.
• Able to balance leading a team with staying hands-on during busy periods.
• Diploma or Degree in Business, Hospitality, Communications, Education or a related field preferred; leadership or service-excellence training is a plus.
• Able to work shifts, weekends and selected public holidays, including support during peak periods and events.