What are the responsibilities and job description for the Customer Service Manager position at Epic Golf Club?
Customer Service Manager – Epic Golf Club
Phoenix Metro Area | Full-Time | Leadership · Luxury Hospitality · Member Experience
About Epic Golf Club:
Epic Golf Club is a private national society connecting passionate golf enthusiasts through exclusive access to premier clubs, concierge-level experiences, and unforgettable events. With a community of over 1,200 members across the U.S., Epic is redefining modern private-club membership through curated relationships, exceptional service, and unparalleled access to the world’s most prestigious courses.
Role Overview
We are seeking a Customer Service Manager to lead our growing Member Services team based in the Phoenix metro area. This individual will be responsible for ensuring every interaction reflects the excellence and hospitality that define the Epic experience. The ideal candidate is a dynamic leader with deep experience in luxury hospitality or membership-based services, capable of inspiring a high-performing team while maintaining a hands-on approach to problem-solving and member engagement.
Key Responsibilities
- Lead, coach, and develop a team of Customer Service Representatives supporting Epic Golf Club members nationwide.
- Oversee day-to-day service operations, ensuring timely, professional, and personalized responses across all communication channels.
- Maintain service standards consistent with luxury-brand expectations — discretion, empathy, precision, and proactivity.
- Collaborate with Membership, Events, and Concierge teams to elevate the overall member experience.
- Analyze service metrics, feedback, and trends to identify opportunities for process improvement and training.
- Handle escalated member concerns with professionalism and creativity, maintaining long-term satisfaction and loyalty.
- Support onboarding and training of new team members to ensure a culture of excellence and hospitality.
- Qualifications
- 5 years of experience in customer service management, preferably within luxury hospitality, travel, golf, or membership organizations.
- Proven success leading high-performing teams in a fast-paced, high-touch environment.
- Exceptional communication and interpersonal skills; capable of building trust with discerning clientele.
- Strong organizational and analytical skills with a commitment to continuous improvement.
- Deep understanding of luxury service principles (Ritz-Carlton, Four Seasons, etc. experience preferred).
- Must be based in or willing to relocate to the Phoenix metro area
What We Offer
- Competitive compensation and performance-based bonuses.
- Access to exclusive golf events and experiences.
- Collaborative, entrepreneurial culture with growth potential.
- Opportunity to lead within one of the most innovative communities in private golf.
If you have a passion for excellence, leadership, and creating unforgettable member experiences, we’d love to hear from you.