Customer Support & Operations Coordinator Full Time NEW

Role Summary:

Salt Escapes is looking for a personable, highly organised operations coordinator to be the first line of support for our clients and community. You’ll handle client communications, lead our community spaces, and provide operational and administrative support that keeps day-to-day delivery running smoothly. This role is ideal for someone who loves helping people, enjoys improving processes, and can confidently juggle multiple priorities with care and attention to detail.

Key Responsibilities:

1) Client Communications & Support

• Monitor and respond to client enquiries across email, Intercom, WhatsApp and phone— with speed, care and brand-consistent tone.
• Triage issues, resolve where possible, and escalate with proper context so the client always feels heard.
• Build and maintain FAQs, templates and knowledge base entries to reduce repeat questions over time.
• Serve as emergency comms point when issues arise on-site — calm, clear and decisive.
• Maintain a consistent brand voice and high-quality written communication at all times.

2) Community Support

• Support members and staff across Salt Escapes community spaces — welcome people in, keep the energy high.
• Assist in the research and planning of community events and activations.
• Maintain high-quality communications with suppliers — they’re part of the community too.
• Support the delivery of any partnerships where operational coordination is needed.
• Help new members navigate resources and feel genuinely part of the Salt Escapes world.
• Implement unique ideas to surprise and delight our clients to make a retreat extra special and memorable.

3) Operations & Admin Support Tasks

• Support planning and execution of retreat events — logistics, records, coordination, seamless handovers.
• Own the merchandise, uniforms and branding distribution, storage and logistics.
• Maintain the equipment asset register through the season so the right kit is in the right place.
• Ensure all event teams have valid insurance, travel docs, certifications and signed policies before going anywhere near a guest.
• Be the custodian of the SOP Bibles per region — not writing them all, but keeping them alive, accurate and evolving.
• Book staff travel in line with our travel policy where required.

4) Commercial & Sales Support

• Own the abandoned basket, waitlist and pre-registered guests follow-up cycle — cold calls, follow-up emails, warm personal outreach that converts hesitant prospects.
• Volume: roughly 10–20 outbound calls per week. Not a hard sell — a premium, personal conversation.
• Maintain database accuracy, invoice and receipt chasing, and document preparation as needed.
• Support the nurture cycle through the year with tenacity and professionalism in equal measure.

Success Looks Like:

• Clients consistently receive timely, helpful, and brand-appropriate responses.
• Community members feel welcomed, supported, and informed.
• Internal ops are organised: tasks are tracked, records are up to date, and handovers are smooth.
• Fewer repeated questions over time due to better documentation, templates, and process improvements.

Required Skills & Experience:

• Proven experience in customer support, community support, operations coordination, or admin support (startup/small business experience is a plus).
• Excellent written and spoken communication (friendly, clear, confident, and detail-oriented).
• Strong attention to detail and organisation; able to manage multiple threads at once.
• Ability to follow processes and policies highly accurately.
• Calm under pressure with a solutions-first mindset.
• High discretion and professionalism handling private client information.
• Comfortable using tools (e.g., Excel, Notion, Google Workspace, Slack, CRM/helpdesk tools).
• Experienced in using AI based tools (e.g. Claude, ChatGPT etc).

Nice-to-Have:

• Experience in travel, hospitality, wellness, retreats, or membership communities.
• Experience building/improving support processes (FAQs, SOPs).
• Basic reporting skills (tracking volume, response times, themes, satisfaction, KPIs).

Working Style & Values Fit:

• Warm, empathetic, and service-minded.
• Proactive: you spot gaps and fix them, not just flag them.
• Reliable and accountable—clients and team can depend on you.
• Collaborative and low-ego: you’re happy to support wherever needed.
• Aligned with Salt Escapes’ tone: thoughtful, calm, premium, and human.

Role Details:

• Type: Full-time 
• Location: Remote / Hybrid 
• Reporting to: Head of Operations 
• Compensation: £35k + commission

How to Apply:

Please share:

• A short cover note explaining why this role and company suits you
• Your CV 
• A brief example of a client message you’d send in a tricky situation (e.g., a last-minute change or a disappointed client), in a warm and professional tone.