You should never have to guess who to ask.
Support at SOAK is about knowing where to communicate, who owns what, and when to escalate something so you can get the right help quickly.
Use the right channel.
Clear communication keeps things moving and makes it easier for the right person to help you.
For day-to-day communication, SOAK uses Slack. If you are unwell or unable to attend your shift, follow the sickness process below.
Email reception@soak.bar
- Notify at least 2 hours before your start time
- Do not message on social media
- Do not pass the message through another staff member
All other communication must be done on Slack.
Your support map.
Carlie
Beauty department.
Escalated client experience issues if unresolved.
Bradley
Maintenance and operational issues.
Escalated client experience issues if unresolved.
Ella
Rosters and roster changes.
Leave requests.
New team onboarding.
General team coordination.
Bianca / Kylie
Nail techniques and tools.
Nail team questions.
Training and progression in nails.
Valerie
Timesheets.
Employment Hero access.
Payslips.
Alison
Zenoti and system issues.
Escalated client experience issues if unresolved.
Tia
Low stock.
Stocktaking.
Ordering.
Grace
Social media and marketing.
Notion access and usage.
Ask early.
Technical question?
Ask Bianca / Kylie or the appropriate educator before continuing if you are unsure about a nail service, technique or tool.
System or operational question?
Use the support map above to go to the person responsible for that area rather than guessing or asking multiple people.
Escalate clearly.
Identify the issue
Be clear on what has happened, what the client needs, and whether the issue is technical, operational or client-experience related.
Go to the right person
Use the contact map rather than sending the same issue to multiple people.
Escalate if unresolved
If a client experience issue can't be resolved in the salon, escalate it to the appropriate manager or founder listed above.
Support works best when communication is clear.
Ask questions, use the right channel and escalate early when something isn't right. You don't need to know everything — you do need to know where to go.
Continue to Schedule & Rostering →