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Vantagepoint AI, LLC · 6 hours ago

Customer Success Supervisor

Wesley Chapel, FL

Full-time

Onsite

Mid, Senior Level

3+ years exp

VantagePoint AI is a recognized industry leader blending AI driven innovation with financial market expertise, and they are seeking an experienced Customer Success Supervisor to lead customer coaching, service, and retention initiatives. The role involves overseeing customer support excellence, mentoring team members, and implementing strategic retention initiatives to enhance customer satisfaction and loyalty.

Artificial Intelligence (AI)Financial ServicesInformation TechnologySoftware

Comp. & Benefits

Responsibilities

Lead by example in delivering exceptional customer support, actively handling escalations, complex cases, and high-priority customer inquiries

Support, mentor, and develop team members across customer support, onboarding, and retention functions

Stay deeply engaged in frontline support activities to maintain expertise, model best practices, and remain connected to evolving customer needs

Help foster a culture of responsiveness, empathy, problem-solving, and continuous improvement throughout the support organization

Assist in developing, implementing, and facilitating training programs focused on support quality, product knowledge, and customer communication skills

Lead coaching sessions to elevate team performance in customer support delivery

Demonstrate flexibility by seamlessly shifting between customer-facing support work, team mentorship, operational tasks, and strategic projects

Take ownership of retention initiatives by proactively identifying at-risk customers and implementing intervention strategies to prevent churn

Monitor customer health metrics and support data-driven analysis to predict and address retention risks before they escalate

Build and maintain strong relationships with key sales stakeholders, serving as a trusted advisor and escalation point for critical issues

Support retention strategies designed to improve customer satisfaction and reduce attrition

Collaborate with cross-functional teams to address customer pain points, resolve recurring issues, and enhance the overall support experience

Track and analyze retention metrics, onboarding completion rates, time to value, and customer satisfaction scores to identify improvement opportunities

Help implement proactive outreach programs that strengthen customer relationships and demonstrate ongoing value

Support the end-to-end customer journey from initial onboarding through renewal, demonstrating flexibility across all phases of the customer lifecycle

Help design and optimize support processes, onboarding workflows, and retention touchpoints that drive product adoption and customer satisfaction

Flex between operational execution and strategic planning to ensure seamless customer experiences at every stage

Assist in implementing scalable systems and workflows for support ticket management, customer communication, and success operations

Partner with Sales, Product, and Marketing teams to ensure smooth handoffs, consistent messaging, and alignment on customer goals

Adapt quickly to shifting priorities, handling everything from urgent customer escalations to long-term process improvement initiatives

Support quality assurance frameworks specifically focused on customer support interactions, response times, and resolution effectiveness

Monitor and analyze key support performance indicators including CSAT, NPS, first response time, resolution time, ticket volume, and customer satisfaction scores

Conduct quality reviews of support tickets, calls, and customer interactions to maintain service excellence and identify coaching opportunities

Use support data and customer feedback to drive continuous improvement in team performance and support delivery

Assist in delivering insights and reporting to leadership with clear recommendations for enhancing support operations and retention outcomes

Serve as a strong Voice of the Customer, championing support feedback and retention insights across the organization

Collaborate with Product teams to communicate recurring customer issues, feature requests, and support trends that impact retention

Partner with Sales and Revenue Operations to ensure smooth post-sale transitions and proactive support for new customers

Work with Marketing to leverage customer success stories, support insights, and retention data for lifecycle campaigns

Coordinate with leadership to identify support inefficiencies, retention gaps, and opportunities for scalable, customer-centric solutions

Qualification

Customer retention strategiesCustomer support best practicesData-driven analysisCRM platforms (Salesforce)Customer support toolsQuality assurance methodologiesTeam mentorshipEmpathyExceptional communicationProblem-solvingAdaptability

Required

3+ years of hands-on experience in customer support, customer success, or customer-facing operations

Proven track record of delivering exceptional customer service while contributing to improved retention, satisfaction metrics, and operational efficiency

Demonstrated experience supporting and mentoring customer-facing team members in support or success functions

Strong background in handling customer escalations, resolving complex issues, and managing difficult conversations with professionalism and empathy

Emerging leadership capabilities with readiness to take on supervisory responsibilities while maintaining active support involvement

Bachelor's degree in Business, Communications, or related field (or equivalent experience)

Deep expertise in customer support best practices, ticketing systems, and support workflows

Data-driven mindset with experience tracking and reporting on customer support and retention KPIs (CSAT, NPS, churn rate, retention rate, response time, resolution time)

Strong analytical skills with ability to identify support trends, diagnose retention issues, and implement data-informed solutions

Proficiency with CRM platforms (Salesforce), customer support tools (Zendesk, Intercom, Freshdesk, or similar), and reporting systems

Experience with customer journey workflows, support escalation processes, and retention lifecycle strategies

Familiarity with quality assurance methodologies, support performance management, and customer feedback systems

Understanding of SaaS business models, subscription metrics, and how support excellence drives revenue retention

Customer-first mindset with genuine passion for solving problems, delivering exceptional support, and building lasting relationships

Exceptional communication skills with ability to handle difficult conversations, de-escalate tense situations, and influence across all levels

Highly adaptable and versatile with proven ability to flex between hands-on support work, team leadership, strategic projects, and operational tasks

Empathetic team player who builds trust, fosters collaboration, and supports team performance through coaching and mentorship

Solution-oriented problem solver with ability to identify root causes of support and retention issues and implement scalable fixes

Proactive and results-oriented with strong sense of ownership, accountability, and bias toward action

Resilient and composed under pressure with ability to thrive in a dynamic, fast-paced support environment

Willingness to roll up sleeves and handle frontline support, escalations, and complex customer issues to stay connected to customer needs and model excellence

Growth mindset with eagerness to develop leadership skills while maintaining deep customer support expertise