Job Description

RFID Hotel is looking for a service-driven, people-focused leader to oversee our Customer Experience team at one of the largest and most-trusted suppliers of RFID key cards and credentials for hotels and resorts. This role is perfect for someone who’s hands-on, thrives in a fast-paced environment, and loves creating structure, consistency, and accountability in customer operations. Your goal? To deliver world-class customer experiences that drive loyalty, efficiency, and long-term growth.

This role is both strategic and hands-on. The Customer Experience Supervisor will lead by example, working alongside the service team to manage key accounts, respond to customer needs, and continuously refine processes for scalability and excellence. You will serve as both a coach and a contributor, ensuring the team delivers consistent, high-quality service while also identifying and implementing improvements that drive efficiency and growth with hospitality-level service.

Why Join Us?

• High-Impact Role: You’ll have a direct influence on daily service operations and customer satisfaction.
• Collaborative Culture: Work alongside a driven, supportive team that values accountability, respect, and results.
• Competitive Compensation: $55K–$75K depending on experience + quarterly bonus potential.
• Benefits: Health, dental, vision, paid vacation, generous 401(k) company contribution, and a culture built on service and excellence.

What You’ll Do

• Lead by Example: Work alongside the service team to manage daily customer inquiries, orders, and issue resolution while modeling best practices in communication and responsiveness. Provide coaching, feedback, and real-time support to ensure service excellence.
• Maintain Standards: Monitor performance metrics (response time, resolution time, accuracy, etc.) and ensure the team meets established KPIs and SLAs.
• Handle Escalations: Serve as the primary point of contact for elevated or sensitive customer issues, resolving them quickly and professionally.
• Coach & Develop: Conduct one-on-one check-ins, performance reviews, and ongoing training to strengthen communication, product knowledge, and consistency.
• Ensure Process Adherence: Uphold and refine SOPs for customer communications, order processing, returns, and issue resolution. Identify process gaps and collaborate with leadership to implement improvements that increase efficiency and customer satisfaction.
• Partner Across Departments: Collaborate closely with Sales, Operations, and Production to ensure customers receive accurate information and timely support.
• System Oversight: Help manage CRM and ticketing tools (Zendesk, NetSuite, or equivalent) - ensuring data accuracy and efficient workflow routing.
• Identify Improvements: Track common service issues or process gaps and recommend operational enhancements to improve customer experience and internal efficiency.
• Support the onboarding and training of new team members as the department grows.

What You Bring

• 3+ years of experience leading or supervising customer service or account support teams.
• Strong leadership presence - calm under pressure, solution-oriented, and empathetic.
• A hands-on leadership style with the ability to guide others while actively contributing to daily operations.
• Excellent communication and conflict resolution skills.
• A customer-first mindset focused on responsiveness, ownership, and long-term satisfaction.
• Solid understanding of CRM, ticketing, and workflow management tools.
• Proven ability to track metrics and drive performance improvements.
• Passion for hospitality, service, and delivering exceptional customer care.
• Must live within commutable distance to Tampa, FL (33619).

Be the Heart of Our Guest Experience

If you’re a customer-centric leader who thrives in high-energy environments and believes that world-class service is a strategic differentiator, we want to hear from you.

All offers of employment are based on the successful completion of a pre-employment background check, drug screen and reference check. Avery Products Corporation is an at-will employer. Employment is at will and, as such, are free to resign at any time without any reason. The company retains the right to terminate an employee’s employment at any time with or without reason or notice.

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