Client Experience Associate (CXA)

Morning Coordination: Send daily messages with client follow-ups, calendar updates, rushes, or RFAs.

Shop Presentation: Maintain lobby and fitting room organization, cleanliness, and inventory levels across all studios.

Staff Support: Handle day-to-day operational adjustments and reassignments as needed.

Client Issue Resolution: Address real-time escalations in studios and follow up on ongoing client concerns.

Remote Communication Management: Monitor and respond to Google Reviews, Yelp inquiries, surveys, and Zendesk tickets within your market.

Emergency Coverage: Provide interim coverage for Studio Experience Coordinators during unexpected call-outs.

Shop Visits: Maintain consistent in-person presence across all studios.

Studio Audits: Conduct regular audits of QC racks, Slack processes, compliance with break policies, and Customer Experience Operational standards.

Team Evaluation: Complete performance evaluations (e.g., Month 2) for Front Desk Operations.

Communication Log: Maintain a Notion log of findings, wins, and improvement opportunities to keep the SAM and leadership informed.

A Hospitality Leader: You elevate every client interaction and hold a high bar for service excellence.

A Builder: You proactively improve systems, culture, and structure across studios.

A Self-Starter: You thrive in a fast-paced, field-based role and take ownership of priorities.

People-First: You care deeply about clients and teams, building trust and coaching with empathy.

Operationally Strong: You notice gaps, document thoroughly, and keep things running smoothly.

Solution-Oriented: Challenges energize you; you stay calm, focused, and professional under pressure.

Highly Present: You build relationships face-to-face and are a trusted presence across studios.

Discreet & Professional: You handle sensitive matters with integrity and judgment.

Collaborative: You communicate clearly and confidently, building strong cross-functional partnerships.

At alts | Alteration Specialists, you are shaping how clients feel during some of the most meaningful moments of their lives.

This role offers the opportunity to:

Lead hospitality standards across multiple studios.

Influence service execution at scale.

Partner cross-functionally with operational leadership.

Strengthen brand reputation and client loyalty through visible, hands-on leadership.

You will be the guardian of the client journey, ensuring excellence is not accidental, but intentional and repeatable.