Guest Experience Manager

About the Role:

A fast-growing, celebrity-owned lifestyle food brand in the U.S. is looking for a Guest Experience Team Manager to manage a remote customer support team based in the Philippines. This includes overseeing Guest Experience Representatives who are the front line for guest inquiries, resolving issues, and ensuring high-quality service delivery.

You’ll guide, mentor, and support this high-touch, service-driven team while acting as the central link between operational execution and leadership expectations. As a player-coach, you’ll lead by example, stepping into frontline support when needed to maintain continuity and service levels. This fully remote role requires U.S. Pacific Time hours and strong cross functional coordination and management skills.

Hours: Full-time

Time Zone: U.S. Pacific Time (PST)

About You:

You’re a people-first leader who thrives in dynamic, fast-paced environments. You balance structure and empathy, empowering your team to perform while staying closely attuned to operational needs. You’re not afraid to dive into the details, but you’re always thinking a few steps ahead.

• A proactive, solutions-oriented leader with strong management skills
• Deep understanding of guest service operations and quality standards
• Skilled at coaching and motivating service teams to consistently deliver 5-star experiences
• Highly organized, with a strong sense of accountability and ownership
• Calm under pressure and decisive in dynamic environments
• Excellent communicator with strong written and verbal English (C1+ proficiency)

Responsibilities:

Team Leadership & Development

• Manage and mentor a remote team of contractors who provide high-touch guest support across email, SMS, and phone channels
• Conduct team check-ins, feedback sessions, and performance reviews to maintain high morale and accountability
• Support onboarding and continuous upskilling of team members in collaboration with the Trainer
• Foster a collaborative, service-oriented culture aligned with premium brand standards

Cross-Functional Collaboration

• Monitor team interactions to ensure service standards, brand tone, and guest recovery protocols are consistently upheld
• Step in to provide frontline support during peak periods or staffing gaps, demonstrating hands-on expertise and maintaining SLAs
• Handle complex guest escalations and coach team members through challenging scenarios
• Identify workflow inefficiencies and recommend improvements to enhance guest experience and operational effectiveness

Service Quality & Operational Oversight

• Surface operational insights, risks, and trends to anticipate needs and drive proactive solutions
• Track and report on team performance metrics (CSAT, response times, resolution rates)
• Provide regular updates to Anavah leadership, offering recommendations for strategic improvements
• Maintain organized records and ensure adherence to standard operating procedures (SOPs)

• 5+ years in customer success, hospitality, or operations (U.S. client exposure preferred)
• 3+ years managing remote or hybrid teams
• Strong technical and organizational skills; able to balance oversight and hands-on work
• Excellent written and verbal English (C1+ proficiency)
• Bachelor’s degree (honors preferred)

Bonus Points for:

• Familiarity with customer support tools (Zendesk, Grasshopper CX, or similar)
• Experience in fast-scaling support environments or premium service brands

• Work From Home
• Training & Development