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DIRECTOR, CUSTOMER SERVICE

ABOUT THE ROLE

The Director of Customer Service will lead Another Nine's outsourced Guest Services team, own the Guest Services P&L, and serve as the primary point of contact for all customer escalations. This role is accountable for the financial performance of the Guest Services function — balancing franchisee Guest Services fee revenue against the cost of the outsourced team and supporting software — and for driving down overall contact volume by fixing the root causes of guest issues, not just handling them faster.


The Director of Customer Service will work cross-functionally with Product & Technology, Marketing, and Franchise Operations to reduce how often guests need to contact us in the first place, and to turn recurring feedback into product and process improvements. This person will train and coach the Guest Services team on efficiency, accuracy, and upselling; will personally handle overflow tickets and escalations when the team is at capacity; and will provide light technical support themselves, including remotely accessing in-suite PCs to troubleshoot issues and push software updates.


The Director of Customer Service will report to the Chief Operating Officer (COO) and collaborate with other members of the Another Nine team. This role is hybrid, based out of our Greater Cincinnati HQ.

ABOUT ANOTHER NINE

Another Nine is the ideal indoor golf experience. Founded in Cincinnati in 2023, we built the city's first and only 24/7 indoor golf destination with all private simulator suites. Today, we're expanding nationally through company-owned and franchised locations with 50+ franchise territories in development nationally and a rich development pipeline behind it.

We're a high-growth startup, backed by franchise experts, powered by our proprietary A9OS platform, and on a mission to create access to the game of golf nationwide. Our unit-level economics are unmatched, our franchise pipeline is accelerating, and we're expanding our team to build the future of indoor golf.

We're builders. If you have a figure-it-out mentality, thrive in ambiguity, and have been looking for your chance to make an outsized impact — this is the place for you.

WHAT YOU'LL WORK ON

- Lead the Guest Services team and serve as the final escalation point

- Train and coach team members on efficiency, accuracy, and upselling

- Implement new systems, tools, and processes to improve speed and satisfaction

- Run QA scorecards and ticket reviews; convert findings into coaching and process fixes

- Drive cross-functional efforts with Product, Marketing, and Franchise Operations to reduce relative contact volume

- Own the Guest Services P&L, tracking costs vs sales growth

- Create and maintain training materials, SOPs, and escalation playbooks

- Align Guest Services messaging and playbooks with Marketing and Franchise Operations

- Field overflow calls, messages, and tickets during peak volume

FOCUS AREA - Process improvement and relative call reduction as we scale

THE IDEAL CANDIDATES HAVE:

- 4+ years managing a customer service, guest services, or support team, including outsourced/offshore talent

- Experience owning or contributing to a budget or P&L for a service/support function

- Track record reducing support or contact volume through process, product, or self-service improvements

- Experience training and coaching reps on service quality, efficiency, and upselling

- Comfort troubleshooting technical issues directly with customers

- Experience working cross-functionally to drive improvements

- Track record implementing new systems, software, or processes

- Experience with remote access/support tools and ticketing/live chat platforms

- Strong analytical skills; comfortable with performance dashboards and QA scorecards

- High ownership mindset — equally strategic and hands-on

- Excellent written and verbal communication

- Customer-first mindset

NOT REQUIRED BUT PREFERRED:

- Experience in a franchise, multi-location, or hospitality business

- Experience managing a vendor or BPO relationship for customer support, including cost/staffing tradeoffs

- Familiarity or proficiency with tools like:

- G Suite (Docs, Sheets, etc)

- Notion

- Slack

- Generative AI

COMPENSATION & BENEFITS

$85,000-$105,000 annually in base compensation; dependent on experience
Performance-based bonus eligibility
Flexible, uncapped PTO
Employer-sponsored healthcare
Paid parental leave
Learning and development budget
HQ office in the entrepreneurial hub of NKY - Sparkhaus
Free golf at Another Nine facilities!

LOGISTICS

Location: Hybrid, Cincinnati/NKY preferred. This is a hybrid position with an expected 2-3 days at our HQ in Covington, KY
Reporting: this position reports to the Chief Operating Officer
Travel Expectations: Limited travel required, up to 10%, but likely less.

OUR COMMITMENT TO APPLICANTS

Let's be real - life at an early-stage company is different. One minute you're evaluating a new ticketing system, the next you're on the phone with a guest providing light technical support. One of the few guarantees is a lot of change and ambiguity - that might not be for everyone; and we totally get it.
But, if that sounds exciting to you, we encourage you to apply. We're looking for people that will thrive in this fast-paced environment.
In our review process, we'll be fair, equitable, but also direct. It's because we move fast and value time - yours and ours.
We've been intentional about building our team from day one - in how we designed our values, policies, and who we invite to join the team. We value our team as people. We value diversity of thought. We value human connection. And we value going further together. We relentlessly pursue our outcomes but we never lose sight of the people making it happen.
Sound good to you? Can't wait to hear why.