Customer Experience Supervisor

VantagePoint AI is an AI‑powered trading technology pioneer entering an exciting growth phase. They are seeking a Customer Experience Supervisor to supervise the customer service team, strengthen retention initiatives, and ensure operational excellence across the customer lifecycle.

Responsibilities

• Supervise and mentor customer service, onboarding, and retention teams
• Balance hands‑on leadership with operational coordination across multiple functions
• Design and improve processes that drive adoption, satisfaction, and long‑term retention
• Monitor customer health metrics and implement proactive retention strategies
• Collaborate cross‑functionally with Sales, Marketing, and Product to champion the customer voice
• Stay flexible as a generalist, stepping into operations, training, and support as needed

Skills

• 5+ years in customer success, support, or operations leadership
• Proven track record improving retention, satisfaction, and team performance
• Strong leadership, coaching, and communication skills
• Data‑driven mindset with experience managing KPIs (CSAT, NPS, churn, retention)
• Proficiency with CRM and customer success tools (Salesforce, Gainsight, Zendesk, etc.)
• Adaptable, hands‑on leader who thrives in a dynamic environment

Benefits

• 100% employer‑paid healthcare and dental coverage
• Generous PTO, paid holidays, and birthday leave
• Professional development opportunities
• Company‑sponsored events for employees and families

Company Overview

• Founded in 1979 by Louis B. It was founded in 1991, and is headquartered in Wesley Chapel, Florida, USA, with a workforce of 51-200 employees. Its website is https://www.vantagepointsoftware.com/.