Customer Experience Supervisor
Description
Customer Experience Supervisor
Lead Customer Experience and Drive Long Term Retention
About VantagePoint AI
With 46 years of success as an AI powered trading technology pioneer, VantagePoint AI is entering an exciting growth phase. We've built a loyal community of traders who we treat like family and we're seeking a dynamic Customer Experience Supervisor to help us continue delivering that experience. This role leads our customer service and retention teams, instills a customer first mindset across the organization, and ensures every interaction reflects the care and commitment our customers have come to expect.
Why Join Us
Recognized industry leader blending AI innovation with financial market expertise
Close knit, high performance team of approximately 100 professionals
True work life balance with standard business hours (8:30 to 5:30, limited weekends)
100% employer paid healthcare and dental coverage
Collaborative, people first culture with team events and retreats
Modern workspace in Wesley Chapel, FL
Your Impact
This is a dynamic role for someone who can wear multiple hats and shift seamlessly between responsibilities.
Champion a family style customer experience, ensuring every customer feels valued and supported
Directly oversee approximately 5 customer service representatives and 2 retention specialists
Train and coach team members to adopt a customer first mindset and effectively educate customers on software usage, indicators, and trading strategies
Analyze customer data to identify trends and translate insights into actionable decisions
Develop deep product knowledge and use it to train team members and customers alike
Contribute to VantagePoint University by delivering online training sessions and educational webinars
Collaborate cross functionally with Sales, Marketing, Product, and other departments to align on customer needs
Design and improve processes that drive adoption, satisfaction, and long term retention
Monitor customer health metrics and implement proactive retention strategies
What We're Looking For
We need a dynamic leader who can wear multiple hats.
5 or more years in customer success, support, or operations leadership
Genuine passion for building relationships and treating customers like family
Proven ability to manage teams, analyze data, train others, and collaborate across departments
Strong coaching and teaching abilities with the confidence to train team members and present to customers
Comfortable on camera leading webinars and online training sessions
Analytical mindset with the ability to extract trends from data and turn them into strategy
Excellent leadership and communication skills
Experience managing KPIs such as CSAT, NPS, churn, and retention
Proficiency with CRM and customer success tools with Salesforce experience preferred
Adaptable and hands on with a willingness to thrive when no two days look the same
Compensation & Benefits
Competitive salary commensurate with experience
100% employer paid healthcare and dental coverage
Generous PTO, paid holidays, and birthday leave
Professional development opportunities
Company sponsored events for employees and families
Stable, growing company positioned for long term success