Guest Support Manager

If you’re looking for a purpose and not just a job, join the Smoothie King team and turn your purpose into a fulfilling passion!

We're not just the pioneers of the nutritional smoothie; we're the champions of inspiring people to live a healthy and active lifestyle. With over 1300 stores and counting, we’ve grown to become the largest nutritional smoothie bar in the nation, with a simple recipe for success: Hire the best people, use the best ingredients, and blend with a purpose.

At Smoothie King, we're serious about our clean ingredients and passionate about our guests' health and wellness journeys—but that doesn't mean we don't know how to have a good time. Here, you'll find work that's equal parts challenging and rewarding, all within a culture that's as amazing as our smoothies. We're committed to continuous improvement, achieving our goals, and fostering a supportive and collaborative environment where every team member can thrive.

The Guest Support Manager leads Smoothie King’s guest feedback and recovery, ensuring an exceptional end-to-end guest experience across all locations. This role is responsible for overseeing guest relations operations, managing our external Guest Service Partner, driving service recovery excellence, identifying brand-impact insights, and developing systems that enhance guest recovery sentiment. The Manager serves as the central leader for guest recovery communications, partnering cross-functionally to improve processes, protect brand reputation, and elevate the overall guest experience.

• Lead execution of the brand’s guest feedback strategy, ensuring alignment with organizational priorities and delivering measurable impact on guest satisfaction, loyalty, and retention.
• Oversee performance, service levels, and accountability of the Guest Service Partner, ensuring adherence to brand standards, response-time expectations, and quality benchmarks.
• Serve as the primary liaison between Smoothie King and the Guest Service Partner, providing strategic direction, escalation oversight, performance feedback, and continuous improvement guidance.
• Direct the end-to-end management of guest inquiries, complaints, and compliments, ensuring timely, professional, and brand-aligned communication across all locations.
• Spearhead proactive service recovery initiatives by identifying trends, mitigating recurring issues, and partnering with Field Operations to drive effective resolution and documentation.
• Own and optimize the Guest Feedback integrated system to ensure accurate tracking, documentation integrity, and actionable performance reporting.
• Analyze guest feedback data to uncover trends, risks, and opportunities; translate insights into strategic recommendations for Operations Excellence Leadership.
• Develop and govern response frameworks, messaging standards, and a comprehensive library of approved communications to ensure consistency and brand protection.
• Foster a guest-first culture across the organization, reinforcing accountability, service excellence standards, and continuous improvement in the overall guest experience.

• Strategic thinker with strong operational execution skills.
• Proven ability to influence cross functional partners and external vendors to drive results.
• Excellent written and verbal communication skills across all levels of the organization.
• Advanced problem identification, root cause analysis, and solution implementation skills.
• High sense of urgency with a proactive, solution oriented mindset.
• Ability to manage multiple priorities in a fast paced environment.
• Strong analytical skills with the ability to interpret data and trends to support decision making.
• Maintains professionalism and composure under pressure.
• Collaborative team player who works effectively across diverse teams while promoting and embodying the culture, values, and mission of Smoothie King.

• Bachelor’s degree in public relations, Communications, Business, or a related field preferred.
• 3–5+ years of experience in customer service, guest relations, brand management, or related roles.
• Experience managing external vendors or service partners; Food and Beverage or franchise industry experience strongly preferred.
• Intermediate to advanced proficiency in Microsoft Office (Word, Outlook, PowerPoint, Excel) and experience with guest feedback platforms (e.g., SMG or similar systems) preferred.
• Strong interest in brand experience and a passion for health and fitness is a plus.

Join our team and enjoy an unusually fun work environment with an upbeat atmosphere and great team members. It is our purpose to maintain an environment our team members can brag about, where our focus and belief are built on our core values: We Are Better Together, We Keep Evolving, We Live Our Mission, We Do the Right Thing, and We Focus and Finish. With our core values at the forefront of every decision we make, it allows for collaboration, passion, and a no-limits mindset when it comes to your future! We keep our team happy with our great benefits package, free smoothies, flexible work schedules, office lunches and parties, monthly fitness challenges, free gym access, and more fun activities to make Smoothie King a happy and healthy place to work.

Our Mission

Inspire people to live a healthy and active lifestyle.

Our Vision

We make the world a better place by nourishing healthy habits.

At Smoothie King, when we say inspire people, we mean everyone. We champion a diverse and inclusive workforce that is representative of the guests we serve. We blend the unique members of our organization, celebrating what is both common and different to grow better together and Rule the Day. The foundation of our diversity efforts is closely tied to our core values, which includes “We Are Better Together” and “We Do the Right Thing”. We are proud to be an equal opportunity employer and consider all qualified candidates, without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, or medical condition or disability. If you are a person with a disability and you need assistance in applying for a position with Smoothie King, please call our People Services Department at 214-935-8900 and direct assistance will be provided.