Customer Service Supervisor

Customer Service Supervisor

Location: Orlando, FL

Employment Type: Full-time (On-site / Remote)

Benefits: Medical, Dental, Vision, Retirement, PTO

This role is based in our Orlando Office.

• Oversee the day‑to‑day operations of the Customer Service function.
• Manage the customer experience inbox and omnichannel platforms (phone, email, chat).
• Refine and maintain a comprehensive FAQ system.
• Support integration and optimization of chatbot solutions.
• Leverage Salesforce Service Cloud and Genesys platforms.
• Identify and implement process improvements.
• Collaborate on the adoption of AI technology.
• Develop systems to gather customer insights and feedback.
• Partner with internal teams (sales, event operations, marketing, education, registration, housing, etc.).
• Act as a liaison between customers and internal teams.
• Collaborate with event operations to ensure accurate and effective communication of event information onsite.
• Track and analyse key performance metrics to measure customer satisfaction and productivity.
• Monitor customer behaviour and feedback to identify trends and formulate actionable recommendations.
• Report findings and insights to leadership, highlighting opportunities for continuous improvement.

• 2–3 years of experience in Customer Service, preferably in exhibitions or events industry.
• Proficiency in Salesforce Service Cloud and Genesys platforms.
• Experience with chatbot integrations and leveraging AI tools.
• Strong analytical skills with ability to track and utilise data.
• Customer‑centric mentality with ability to empathise and diffuse difficult situations.
• Excellent written and oral communication skills.
• Proficiency in MS Office (Outlook, Word, Excel, PowerPoint, Visio).
• Innovative mindset and positive attitude.

• Competitive compensation package.
• Access to Linked In Learning and other development/training opportunities.
• Health and wellness benefits (medical, dental, eye). 401(k) and matching.
• Generous PTO policy.
• Work‑life balance.

Salary range: $59,000 – $64,000 based on experience.