At Supreme Ski, our mission is to redefine and elevate snow sports experiences. By fostering trust, driving excellence, and embracing innovation, we empower both customers and instructors. We aim to create lasting memories, exceed expectations, and shape a community where authenticity and unparalleled experiences thrive.
Role description
Excellent customer service sits at the core of our business, from the moment a customer first visits our website, through their interactions with the Customer Success team, and finally with our instructors on the mountain. We are passionate about delivering exceptional service, ensuring we help create unforgettable memories on the slopes.
We are looking for an individual who shares our passion for outstanding customer service. To be successful in this role, you will also need to be highly organised, have excellent written and verbal communication skills, and demonstrate initiative at all times.
You will be part of a 15-person team, reporting to the Customer Success Managers. The role requires a balance of collaboration with colleagues and the ability to work autonomously while dealing directly with customers. You will assist customers with booking their lessons and ensure they enjoy a seamless and memorable experience with us.
Key responsibilities
- Deliver exceptional customer service across phone, email, and live chat by assisting customers with booking enquiries, amendments, cancellations, and payments, ensuring a smooth and positive experience throughout their customer journey.
- Use initiative to upsell lessons and relevant products and services for the 2026/27 season where appropriate.
- Resolve customer queries and issues by working closely with internal teams, management, resort staff, and suppliers to deliver timely, effective, and customer-focused solutions.
- Maintain accurate customer records and booking information using CRM and reservation systems, ensuring excellent attention to detail while consistently meeting customer satisfaction and performance targets in a fast-paced seasonal environment.
- Stay up to date with company products, promotions, and resort information to provide accurate advice and consistently deliver a high standard of customer service.
- Communicate effectively with the management team on a daily basis.
Must-haves
- Skiing or snowboarding experience.
- A genuine passion for delivering excellent customer service. Experience working within a ski school would be a significant advantage but is not essential.
- Excellent organisational skills.
- Native-level verbal and written English.
- The right to work in the UK.
Working hours
- 40 hours per week, over 5 days.
- As our office is open seven days a week, you’ll be expected to work a rota that may include weekdays, weekends and bank holidays.
- Working from home is permitted on weekend shifts.
