Back Office Manager Customer Service

The Customer Relations Back Office Manager is responsible for overseeing all non-member-facing customer service operations of the wellness club. This role ensures smooth administrative support for memberships, billing, bookings, and service coordination, enabling an exceptional member experience while maintaining accuracy, compliance, and operational efficiency.


Key Responsibilities and Expectations:

• Manage back-office operations supporting front desk, coaches, therapists, and member services teams
• Oversee membership administration, including contracts, renewals, freezes, upgrades, and cancellations
• Ensure accurate processing of payments, invoices, refunds, and coordination with the finance team
• Monitor booking systems for classes, personal training, wellness treatments, and facilities usage
• Handle back-office resolution of member complaints and escalations
• Maintain accurate member records in CRM and club management systems
• Prepare operational and customer service reports (attendance, utilization, churn, service trends)
• Coordinate with sales, fitness, wellness, and operations teams to ensure service continuity
• Ensure compliance with company policies, data protection, and health & safety documentation
• Improve internal workflows related to member onboarding, service delivery, and retention
• Manage and coach back-office customer service staff
• Support audits, internal controls, and system enhancements


Skills and Competencies

• Strong understanding of customer service operations in wellness, fitness, or hospitality environments
• High attention to detail and administrative accuracy
• Strong coordination and people management skills
• Ability to work in a fast-paced, member-centric environment
• Analytical and reporting skills
• Proficiency in CRM, membership management, and booking systems
• Excellent written and verbal communication skills
• Fluent in English



Requirements

• Bachelor’s degree in Business Administration, Hospitality, or related field
• 4–6 years of experience in customer service operations or back-office management
• Experience in a wellness club, fitness center, spa, or hospitality setting is highly preferred
• Team leadership experience is required



Benefits

Competitive Salary: Based on experience and role responsibilities
Club Access: Full access to SEVEN Wellness Club facilities and classes
F&B Discount: 50% off all in-house food and beverage items at The Dose by Silvena
Career Growth: Opportunities to grow across SEVEN’s expanding group of brands
Supportive Culture: A team-oriented environment that values initiative, professionalism, and well-being