Customer Service Supervisor

USA Beauty is the nation’s leading network of beauty industry events, connecting professionals, students, and brands from around the globe through live, virtual and hybrid events, specialist digital content and actionable data solutions. Through our growing portfolio of shows, we join together our unique experience, expertise, and skills in our mission to bring beauty to the world.

People are the core of all that we do, and we are proud to serve the beauty community every step of the way. Our business welcomes all representatives of the professional beauty industry to meet with top brands from around the globe, get hands-on education, shop, connect with their community, and stay up to date with the hottest trends.

Using our experience and proven industry insight, we are passionate about creating platforms for our customers to connect and shaping environments that enable businesses to flourish.

This role is based in our Orlando Office.

We are seeking a detail-oriented Customer Service Supervisor to support customer interactions across all South Florida Ventures events, including our Beauty and US Boating portfolios.  In this role, you will focus on improving customer service technology, refining FAQs, and ensuring seamless omnichannel communication (phone, email, and chat).

You will have a passion for leveraging technology to enhance customer service processes, ensuring attendees and exhibitors have a smooth and efficient experience. You will also prioritize developing tools and resources, such as integrated chat solutions and comprehensive FAQs, to improve customer engagement and satisfaction.

Role Accountability and Duties:

Customer Service Technology and Operations:

• Oversee the day-to-day operations of the Customer Service function across all South Florida Ventures events.
• Manage the customer experience inbox and omnichannel platforms (phone, email, chat), ensuring timely and effective responses to inquiries.
• Refine and maintain a comprehensive FAQ system to address common customer inquiries and improve self-service options.
• Support the integration and optimization of chatbot solutions to enhance customer engagement and automate routine inquiries.
• Leverage Salesforce Service Cloud and Genesys platforms to streamline workflows and improve customer service operations.

Process Improvement and Innovation:

• Identify and implement process improvements to make customer service interactions more efficient and user-friendly for attendees and exhibitors.
• Collaborate on the adoption of AI technology to enhance customer service capabilities, improve response times, and streamline workflows.
• Develop systems to gather customer insights and feedback, enabling data-driven decision-making to continuously improve the customer experience.

Collaboration and Stakeholder Engagement:

• Partner with internal teams (sales, event operations, marketing, education, registration, housing, etc.) to align on customer needs and areas of opportunity.
• Act as a liaison between customers and internal teams, ensuring accurate communication of customer needs and feedback.
• Collaborate with event operations to ensure accurate and effective communication of event information onsite.

Performance Metrics and Reporting:

• Track and analyze key performance metrics to measure customer satisfaction and productivity.
• Monitor customer behavior and feedback to identify trends and formulate actionable recommendations.
• Report findings and insights to leadership, highlighting opportunities for continuous improvement

• 2-3 years of experience in Customer Service, with a preference for experience in the exhibitions or events industry.
• Proficiency in Salesforce Service Cloud and Genesys platforms, with experience in optimizing workflows and customer interactions.
• Experience with chatbot integrations and leveraging AI tools to enhance customer service.
• Strong analytical skills with the ability to track and utilize data to improve customer experience.
• A customer-centric mentality with the ability to empathize and diffuse difficult situations.
• Excellent written and oral communication skills for engaging with internal and external stakeholders.
• Proficiency in MS Office (Outlook, Word, Excel, PowerPoint, Visio).
• An innovative mindset and a positive attitude, with a focus on continuous improvement.

We offer:

• Competitive Compensation Package
• Access to LinkedIn Learning and other development/training opportunities
• Health and Wellness Benefits (medical, dental, eye)
• 401K and Matching
• Generous PTO policy
• Work-life balance

The salary range for this role is $59,000 - $64,000 based on experience. 

This posting will automatically expire on 12/15/2025.              

We’re not solely focused on a checklist of skills. We champion energy and ambition, and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.

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