Client Experience

Job Summary
The Sauna Place is an Inc. 5000, fast-growing leader in the luxury home wellness industry. We design, build, and sell premium saunas, steam solutions, and cold plunges—combining timeless craftsmanship with modern operations and e-commerce excellence.

We're scaling rapidly, and we're building the internal systems and team needed to support that growth without losing our high-touch customer experience.

We're hiring a Client Experience & Operations Manager to become the front-office backbone of the company; the person who ensures customers are taken care of, operations run cleanly, and leadership stays focused on the work that truly moves the business forward.

This is not a receptionist role. This is not a passive administrative role.

This is an ownership role at the intersection of customer experience, internal operations, and commercial discipline.

You'll manage the front line of customer communication, bring structure to messy workflows, act as a second set of eyes on pricing and margin accuracy, and ensure that nothing—emails, orders, follow-ups, or details—falls through the cracks.

If you enjoy being the person who brings clarity, order, and momentum to a growing business, this role will feel deeply satisfying.

Responsibilities

Customer & Sales Communication (≈35–40%)

• Own and triage all inbound customer emails across general and sales inboxes
• Identify true sales opportunities vs. service, shipping, or order-status requests
• Maintain a zero-backlog standard—no email gets lost or buried
• Route messages to the right internal owner with clear context and priority
• Respond directly to straightforward inquiries using established templates

Commercial Oversight & Pricing Accuracy (≈15%)

This is commercial hygiene, not sales.

• Review quotes, orders, and invoices for pricing accuracy and margin consistency
• Catch obvious pricing errors, discount misuse, or missing line items early
• Ensure accessories, upgrades, shipping, and custom elements are priced correctly
• Act as a second set of eyes between Sales, Operations, and Finance
• Flag recurring pricing or margin issues and recommend simple, practical fixes
• Help maintain clean pricing logic across Shopify, Cin7, and internal tools

Internal Operations & Executive Support (≈20%)

• Perform accurate, timely data entry across systems (Shopify, Cin7 Core, HubSpot, QuickBooks notes)
• Track priority tasks and follow-ups, keeping leadership informed and unblocked
• Maintain clean contact lists, vendor info, reminders, and time-sensitive follow-ups
• Prepare simple summaries, lists, and internal updates as needed

Workflow Coordination & Process Improvement (≈25–30%)

• Maintain CRM-like organization across our existing systems
• Coordinate workflows between Sales, Warehouse/Shipping, Finance, and Customer Service
• Spot recurring bottlenecks and communication breakdowns
• Propose lightweight improvements that reduce friction and prevent errors
• Support special projects, seasonal initiatives, and operational improvements
• Bring order to chaos without over-engineering

Client Experience & Showroom Support (≈10%)

• Greet showroom customers and guide them to the right products or sales associates
• Provide friendly, knowledgeable support for walk-ins, phone calls, and emails
• Assist with basic product questions, accessories, and scheduling follow-ups
• Keep the showroom clean, organized, and presentation-ready

Qualifications

• Proven experience in project management, customer service, or operations leadership within a fast-paced environment.
• Strong supervisory skills with demonstrated ability to lead diverse teams effectively.
• Excellent communication skills—both verbal and written—to articulate ideas clearly and persuasively.
• Analytical mindset with strong analysis skills to interpret data and inform decision-making.
• Exceptional negotiation skills with a focus on building mutually beneficial relationships.

Pay: $55, $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Health insurance
• Paid time off

Application Question(s):

• Briefly describe your most recent role and what you actually owned day to day. (We care less about titles and more about responsibility.)
• Tell us about a time you caught something that others missed. What did you notice, and what happened because you spoke up?
• You're often the first human customers interact with. How do you balance being fast, professional, and accurate when handling emails or calls?
• You are reviewing a $200,000 purchase order before it is sent out. Something feels slightly off, but you can't immediately point to a single obvious error. Walk us through how you would review the purchase order, what you would look for, and what you would do if you weren't fully confident it was correct.
• Tell us about a time you inherited something messy or unfinished. What did you do to get it across the finish line?
• Why does this role at The Sauna Place interest you specifically?
• You have 20 unread emails, two salespeople asking for help, and a customer waiting in the showroom. How do you decide what to handle first and what can wait?
• What kind of work do you quietly take ownership of, even when it's not explicitly assigned?
• Is there anything else we should know about you that would help us understand your fit for this role?
• Sometimes a resume is one dimensional, and being able to describe your experience and excitement for the role in your own words and voice, will give us a better understanding of how well this role aligns with your personality and skill. Therefore, please record a 5 minute video via and paste the link to the video in the answer field.

Work Location: In person