Customer Service Manager

Aubergine Kitchen is a fast-growing, health-forward fast-casual brand operating across Utah, Arizona, Idaho, and Nevada — with several new locations opening in the next 18 months. Our mission is changing lives with real food, and we take pride in offering food that is both delicious and genuinely good for you.

As we grow, we need Customer Service Managers who truly own the front of house — leaders who set the tone for hospitality, coach the guest-facing team to a higher standard, and make every person who walks in feel like the visit was worth it. This is not a supporting role. The Customer Service Manager is the face of Aubergine during their shift.

The Customer Service Manager reports directly to the General Manager and is the primary operations leader for the front of house during their assigned shift (AM or PM). You are the bridge between the guest experience and the team, and the standard you set is the standard the restaurant keeps.

The Customer Service Manager owns the guest experience from the moment a guest walks in to the moment they leave. You set the pace, maintain the standard, and hold the floor to a level of hospitality that makes Aubergine different.

• Run the full front of house during your assigned shift — counter, dining room, and lobby — with the presence and energy to set the standard your team will follow

• Monitor the guest experience in real time: what does the floor look like, how is the team carrying themselves, and where does the experience fall short right now?

• Direct cashiers, runners, and lobby staff throughout the shift — deploying the team where it is needed and holding a high standard for every guest interaction

• Model the hospitality you expect from your team: warmth, attentiveness, speed, and genuine care for every person who walks in

• Lead shift-level opening and closing front of house duties — ensuring the restaurant is ready before the first guest arrives and properly closed and stocked when the last one leaves

The Customer Service Manager is the senior guest-facing leader on the floor. When something goes wrong, you handle it — quickly, calmly, smiling and in a way that turns a difficult moment into a reason to return.

• Be the first point of escalation when a guest has a complaint, a wrong order, or a negative experience — take ownership of the resolution and do not deflect

• Handle guest recovery with empathy and speed — listen fully, apologize sincerely, and resolve the issue with a solution that restores confidence in the brand

• Follow up with guests after a concern is resolved to confirm they leave satisfied

• Build genuine relationships with regular guests — know their names, their preferences, and how to make them feel like Aubergine is their place

• Communicate recurring guest issues (wait times, stock gaps, order errors) to the GM so they can be addressed at the operational level

The most important thing a Customer Service Manager does is make the guest-facing team around them better.

• Onboard new front of house team members and actively coach them during training — on product knowledge, Toast POS, hospitality standards, and the habits that define a great cashier

• Provide direct, in-the-moment feedback that improves performance — the kind that lands well and makes people want to do better

• Know where each person on your shift stands: who is ready for more, who is developing, and what they need to get to the next level

• Build a front of house culture defined by warmth, consistency, excellence, accountability, and joyful teamwork

• Prepare shift recaps for the GM that honestly reflect what happened — guest wins, service gaps, team performance, and anything that needs follow-up