Sr. Customer Service Manager

Lead Customer Experience Excellence Across Events

Are you ready to elevate customer service delivery while mentoring and developing a high-performing team? The Expo Group is seeking a Sr. Customer Service Manager to provide frontline customer support while serving as a mentor and service lead for assigned events. Based in Orlando, this hybrid role plays a critical part in driving service quality, operational efficiency, and year-over-year revenue growth through proactive customer engagement and team leadership.

In this role, you will:

• Mentor and support customer service team members in delivering consistent, professional service across all communication channels.
• Coach team members on order processing, account maintenance, refunds, and accurate documentation in accordance with department guidelines.
• Lead resolution of customer issues and conflicts, escalating appropriately while maintaining strong internal communication.
• Manage multiple events simultaneously, ensuring service quality, responsiveness, and policy compliance.
• Serve as Service Lead on Tier 1 and Tier 2 events, supervising teams of 1–10 employees and overseeing vendor coordination, ordering deadlines, and event price list accuracy.
• Partner with Show Organizers and Project Managers before events and during move-in and move-out to ensure seamless execution.
• Oversee customer orders and payments in proprietary systems, supporting soft sales conversations around costs and budget considerations.
• Participate in system and process improvement initiatives related to Zendesk, Co-Pro, and other operating systems.
  
  
  

What You Bring to The Expo Group:

• Educational Foundation: High School Diploma required; Associate or bachelor’s degree in business management, Hospitality Management, or a related field preferred.
• Experience: 3–5 years of related customer service experience, preferably in the trade show industry.
• Key Skills: Strong customer service orientation, mentoring and coaching ability, attention to detail, time management, conflict resolution skills, Microsoft Office proficiency, and comfort learning new software systems.
  
  
  

This role requires flexibility to support event schedules, including travel by air or car up to 14–18 days, 5–6 times per year. If you are ready to lead by example, elevate customer experiences, and support team success, apply now to help us deliver exceptional events.

Why Join The Expo Group?

• Competitive Benefits: Enjoy Medical, Dental, Vision, 401(k), and more.
• Supportive Work Environment: Hybrid position with an emphasis on work-life balance.
• Commitment to Integrity, Compassion, and Excellence: Bring your best to an award-winning team that values integrity and supports each other's success.
  
  
  

As part of our commitment to a safe and healthy workplace, The Expo Group has established a drug-free workplace policy. All candidates must pass a drug test prior to employment.

The Expo Group is a trusted exhibition and events partner helping organizations grow their attendee, exhibitor, and sponsorship revenue through the design and execution of unique, compelling, and memorable experiences. The company is headquartered in Irving with offices in Orlando, Chicago, and Las Vegas. Learn more at www.theexpogroup.com.

Only applications received through our website will be considered.

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required by personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the company.

#Orlando