What are the responsibilities and job description for the Customer Experience Supervisor position at Vantagepoint ai, LLC?
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're seeking a Customer Experience Supervisor to supervise our customer service team, strengthen retention initiatives, and ensure operational excellence across the customer lifecycle.
Why Join Us
- Recognized industry leader blending AI innovation with financial market expertise
- Close‑knit, high‑performance team of ~100 professionals
- True work‑life balance: standard business hours (8:30–5:30, 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
As Customer Experience Supervisor, you'll:
- 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
What We're Looking For
- 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
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