Position Summary
The Director of Loft Owner Support is responsible for delivering an exceptional experience to Salon Lofts' most important customers—our Loft Owners. This leader oversees the end-to-end support function, ensuring every interaction reflects the company's commitment to service excellence while driving retention, occupancy, satisfaction, and business growth.
The Director will develop scalable support processes, lead a high-performing customer support team, establish service standards, leverage technology to improve the customer experience, and partner cross-functionally with Operations, Marketing, Sales, Facilities, IT, Finance, and Real Estate to proactively resolve issues and improve the overall Loft Owner journey. The role serves as the voice of the Loft Owner across the organization and uses customer insights to influence strategic decisions and continuous improvement.
Essential Responsibilities
Loft Owner Experience
- Champion a customer-first culture throughout the organization.
- Ensure every Loft Owner interaction is professional, empathetic, timely, and solution-oriented.
- Develop strategies that improve Loft Owner satisfaction, loyalty, and retention.
- Serve as the executive escalation point for complex Loft Owner concerns.
- Identify recurring issues and implement long-term solutions.
Customer Support Operations
- Lead the Loft Owner Support team, including hiring, coaching, performance management, and professional development.
- Establish service standards, SLAs, and response expectations across all communication channels.
- Standardize policies, procedures, and knowledge resources to ensure consistency.
- Oversee ticket management, workflow optimization, and quality assurance.
- Ensure support coverage meets business needs across all Salon Lofts markets.
Customer Journey & Retention
- Map and continuously improve the Loft Owner lifecycle from lead conversion through onboarding, growth, renewal, and retention.
- Partner with Operations to improve onboarding and first-year Loft Owner success.
- Develop proactive outreach programs that increase engagement and reduce attrition.
- Monitor Loft Owner health metrics and intervene before issues result in cancellations.
Strategy & Continuous Improvement
- Analyze customer feedback, support trends, and operational data to identify improvement opportunities.
- Partner with Marketing, Sales, Product, Facilities, and IT to eliminate recurring pain points.
- Recommend technology enhancements that improve the Loft Owner experience.
- Lead Voice of the Customer initiatives and present recommendations to executive leadership.
- Utilize automation and AI-enabled tools where appropriate to improve response times, quality, and operational efficiency.
Team Leadership
- Recruit, develop, and retain a high-performing customer support organization.
- Foster a culture of accountability, collaboration, empathy, and continuous learning.
- Develop career paths and succession plans for support team members.
- Conduct regular coaching, performance reviews, and leadership development.
Pay: $90,000.00 - $120,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: Remote
