Supervisor, Customer Support Center Supervisor, Customer Support Center Guest

Position: Supervisor, Customer Support Center October 22, 2026 October 22, 2026 Supervisor, Customer Support Center Guest
Supervisor, Customer Support Center# Supervisor, Customer Support Center Powder HQ
- Eden, UT 84310;
Powder Mountain
- Eden, UT 84310## Overview Salary Range $23.00 - $27.00## Summary The Guest Services Supervisor – Leads guest service sales agents to provide the highest quality service, resort and local information and efficient processing of products via phone, chat or email in the following areas, but not limited to, Tickets, Season Passes, Ski and Snowboard lessons, Rentals, resort activities and special events.

The Supervisor oversees day-to-day shift operations in the Call Center, serving as the first point of escalation for guests and agents, and ensures compliance with all Powder Mountain policies, including proper audit and credit card handling. The Supervisor assists with training, scheduling, coaching and quality monitoring, and assumes responsibility for Call Center operations in the Manager’s absence.## About this Role

Job Title:

Supervisor, Customer Support Center  Department:
Guest Services  Status:
Seasonal FT  Reporting To:
Director, Guest Services

Key Responsibilities:

* Supervise daily shift operations, including opening/closing procedures, monitoring phone, chat and email queues, and assigning agents to maintain service levels.
* Understand all functionalities of Dial Pad phone system and reporting, as well as Hubspot functionalities and reporting.
* Assist with hiring, onboarding and training new agents; provide real-time coaching and on-going feedback; and contribute input to mid-season and end-of-season evaluations.
* Assist with building and adjusting staff schedules based on fluctuating call volumes; manage breaks, call-outs and shift coverage to support labor budget goals.
* Serve as the first point of escalation for guest inquiries and complaints, resolving them in a timely and effective manner and elevating issues to the Manager when appropriate.
* Monitor calls, chats and emails for quality, accuracy and adherence to service standards; share trends and coaching opportunities with the Manager.
* Motivate the team to meet goals with a continued focus on increasing sales and revenue for all tickets, season passes, lessons and adventure activities.
* Fully understand the product offerings for Ticket, Season Pass, Rentals, Ski & Snowboard School, and events as well as resort and local information, serving as a knowledgeable resource for staff and guests.
* Verify accurate product setup and availability at appropriate sales locations and report discrepancies to the Manager.
* Monitor website to ensure accurate information, policies and product detail is posted; flag needed updates to the Manager.
* Comply with Powder Mountain policies with cash/credit card handling, audit, opening/closing procedures, discount, voucher and promo codes usage and all other sales transactions. Ensure staff follow these procedures and complete shift reconciliations and audit documentation.
* Utilize Powder Mountain’s systems responsibly including, but not limited to; POS system, Paycom, Hubspot, One Drive, Dialpad, Google Suite
* Communicate shift updates, product changes and operational information to staff; relay staff and guest feedback to the Manager and coordinate with other departments as needed.
* Ability to communicate effectively with colleagues, guests, neighbors, owners and public at large
* Ability to learn, understand and effectively communicate with the guest about multiple product types and can easily adapt to changing pricing and product offerings.
* Assume responsibility for Call Center operations in the Manager’s absence.
* Implement, promote and embrace Powder Mountain’s Mission, Values and Service Essentials, and policies and procedures.
* Provide and maintain a safe and healthy…