Customer Service Manager

Job Description

Job Description

The Opportunity

Aubergine Kitchen is a fast-growing, health-forward fast-casual brand operating across Utah, Arizona, Idaho, and Nevada — with several new locations opening in the next 18 months. Our mission is changing lives with real food, and we take pride in offering food that is both delicious and genuinely good for you.

As we grow, we need Customer Service Managers who truly own the front of house — leaders who set the tone for hospitality, coach the guest-facing team to a higher standard, and make every person who walks in feel like the visit was worth it. This is not a supporting role. The Customer Service Manager is the face of Aubergine during their shift.

The Customer Service Manager reports directly to the General Manager and is the primary operations leader for the front of house during their assigned shift (AM or PM). You are the bridge between the guest experience and the team, and the standard you set is the standard the restaurant keeps.

What You Will Own

Front of House Leadership

The Customer Service Manager owns the guest experience from the moment a guest walks in to the moment they leave. You set the pace, maintain the standard, and hold the floor to a level of hospitality that makes Aubergine different.

• Run the full front of house during your assigned shift — counter, dining room, and lobby — with the presence and energy to set the standard your team will follow

• Monitor the guest experience in real time: what does the floor look like, how is the team carrying themselves, and where does the experience fall short right now?

• Direct cashiers, runners, and lobby staff throughout the shift — deploying the team where it is needed and holding a high standard for every guest interaction

• Model the hospitality you expect from your team: warmth, attentiveness, speed, and genuine care for every person who walks in

• Lead shift-level opening and closing front of house duties — ensuring the restaurant is ready before the first guest arrives and properly closed and stocked when the last one leaves

Guest Experience & Recovery

The Customer Service Manager is the senior guest-facing leader on the floor. When something goes wrong, you handle it — quickly, calmly, smiling and in a way that turns a difficult moment into a reason to return.

• Be the first point of escalation when a guest has a complaint, a wrong order, or a negative experience — take ownership of the resolution and do not deflect

• Handle guest recovery with empathy and speed — listen fully, apologize sincerely, and resolve the issue with a solution that restores confidence in the brand

• Follow up with guests after a concern is resolved to confirm they leave satisfied

• Build genuine relationships with regular guests — know their names, their preferences, and how to make them feel like Aubergine is their place

• Communicate recurring guest issues (wait times, stock gaps, order errors) to the GM so they can be addressed at the operational level

Team Development

The most important thing a Customer Service Manager does is make the guest-facing team around them better.

• Onboard new front of house team members and actively coach them during training — on product knowledge, Toast POS, hospitality standards, and the habits that define a great cashier

• Provide direct, in-the-moment feedback that improves performance — the kind that lands well and makes people want to do better

• Know where each person on your shift stands: who is ready for more, who is developing, and what they need to get to the next level

• Build a front of house culture defined by warmth, consistency, excellence, accountability, and joyful teamwork

• Prepare shift recaps for the GM that honestly reflect what happened — guest wins, service gaps, team performance, and anything that needs follow-up

Operations & Standards

• Maintain the front of house to Aubergine’s visual and cleanliness standards during every shift: counter, dining room, lobby, condiment stations, restrooms, and entry

• Monitor and manage the flow of the dining room — table turnover, queue management during peak periods, and overall guest flow

• Assist with inventory management for front of house supplies: ensuring the counter, drink station, dessert case, and self-service areas are fully stocked and visually clean at all times

• Serve as the communication bridge between the front of house and the kitchen — ensuring both sides stay aligned on order flow, wait times, and any service issues

• Perform equipment and facility checks during your shift and escalate any issues to the GM before they affect the guest experience

Execution of New Initiatives

• Execute new menu launches and operational changes on the front of house — ensuring your team is trained, the counter is set, and the rollout happens the way it was designed

• Translate operational changes from the GM into clear direction for the front of house team and hold accountability for adoption

• Identify what is not working on your shifts and bring solutions to the GM, not just observations

Compensation & Benefits

Compensation is competitive with front-of-house leadership roles at comparable brands and reflects the full scope of this position. Full compensation details are shared during the interview process. Additional benefits include meal benefits, PTO, and access to Aubergine’s leadership development path.

Who We Are Looking For

We are looking for a front of house leader who is genuinely energized by the guest experience — someone who sets a high bar, coaches the team to meet it, and holds the floor to a standard of hospitality that makes guests want to come back. Someone with natural presence, strong English communication skills, and the composure to handle a difficult guest with empathy and confidence.

You Bring:

• Prior experience in a guest-facing restaurant role — senior cashier, shift lead, or supervisory experience is strongly preferred

• Full English fluency — required. You are communicating with guests, leading the front of house team, handling complaints, and representing the brand. Clarity and confidence in English are essential.

• Natural hospitality — you genuinely enjoy people and it shows in how you carry yourself on the floor

• Composure under pressure — you handle difficult guests, high-volume shifts, and unexpected situations without losing your professionalism

• Strong coaching instinct — you give feedback that lands well and are invested in making the team better

• Situational awareness — you can hold the counter, the dining room, and the team in your head simultaneously without losing focus on any of them

• Full English fluency — required. You are the primary guest-facing leader on the floor; confidence and clarity in English are non-negotiable in this role.

You Lead Like This:

• You are on the floor — visible, present, smiling and modeling the experience you expect from your team

• You develop first, evaluate second — you coach before you correct, and build trust before you demand performance

• You own the guest experience — when something goes wrong, you handle it, not delegate it

• You are honest with your team and your GM about what is actually happening during your shifts

• You are energized by a growing brand, not slowed down by one that does not have every answer yet

Requirements:

• Full English fluency required — this is the primary language requirement for this role

• Must be at least 21 years of age

• Monday through Saturday 2pm - 10pm | Includes Holidays

• Food Handler Certificate required within 14 days of hire — company support provided

• Food Manager Certification required within 60 days of hire — company support provided

• Availability to work full-time Monday through Saturday, including most holidays — Aubergine is closed on Sundays in most locations and on Thanksgiving, Christmas, and the 4th of July

• Ability to stand, walk, and remain active on the floor for extended periods; ability to lift up to 50 lbs

• Must successfully complete Aubergine’s training program and Customer Service Manager certification