Customer Experience Supervisor

Experience Co NZ Holdings Ltdis an adventure tourism company founded in 1998 with the vision of becoming the largest and most respected adventure tourism company in the world. We offer the best of the best in adventure experiences with numerous locations throughout Australia and New Zealand. Experience Co NZ, better known as NZONE Skydive and Skydive Wanaka, have been taking thrill seekers skydiving for 30 years.

As a business, we empower our employees to do what they do best – deliver extraordinary experiences.

About the role

Lead the team. Shape the experience. Work in one of New Zealand’s most iconic adventure destinations.

We’re looking for an energetic and people-focused Customer Experience Supervisor to lead our Customer Experience team across our Jacks Point and Queenstown Centre locations.

This is a hands-on leadership role where you’ll be at the centre of the action and reporting to the Regional Operations Manager. You’ll lead a team, keep daily operations running smoothly and make sure every customer feels welcomed, informed and ready for the experience of a lifetime.

What you’ll be doing

• Lead, train and motivate a team of Customer Experience Agents
• Manage recruitment, rostering, performance and day-to-day team support
• Coordinate bookings, customer check-ins and daily operations across both locations
• Use IBIS to manage bookings, capacities and availability
• Deliver customer briefings and ensure customers are fully prepared for their skydive
• Handle customer feedback and help drive an exceptional customer experience
• Lead from the front during busy periods and keep things running smoothly
• Work closely with the wider operations team to improve the customer journey
• Promote and upsell our skydive experiences, photography and merchandise

About you

You’re confident, energetic and genuinely enjoy working with people. You know how to lead a team, stay calm when things get busy and get the best out of those around you.

You’ll bring:

• Customer service and team leadership experience
• Experience with recruitment, rostering and timesheets
• Strong communication and organisational skills
• Confidence using IBIS, with the ability to train others
• A high level of attention to detail
• The ability to manage large groups and a fast-paced environment
• A positive, can-do attitude

Experience in skydiving, adventure tourism or the wider tourism industry is a bonus!

We operate 7 days a week, so you’ll need to be comfortable working weekends, public holidays and longer hours during the busy summer season. Early starts from 6am are also part of the role.

If you’re ready to lead an awesome team, work in a high-energy environment and help deliver experiences people will never forget, we want to hear from you!

Benefits and perks

• Employee benefit discount program so you can experience our products across NZ and AUS
• Employee referral program
• Reward and recognition programs
• Training and study assistance provided
• Employee wellbeing platform (Sonder)
• Career pathways developed to get you to the next level

Don’t miss out on joining a leading company that welcomes innovative ideas and is dedicated to providing quality services. If you are ready to escape the ordinary, apply now!