Supervisor - Customer Experience

Location: East Longmeadow, Massachusetts, United States. Full-time, onsite office role, Monday through Friday, 8:00 AM–5:00 PM; may require travel.

Salary: $52,000–$54,000 per year.

Company

Analytical services organization developing innovative practices and delivering quality data to support health, safety, and sustainability.

What you will do

• Oversee assigned staff and the customer experience team to ensure efficient, effective service delivery.
• Manage client relationships, conduct service reviews, and act as the primary escalation point for client needs and concerns.
• Handle complaint and issue-resolution processes, escalating matters to appropriate stakeholders when needed.
• Collect and analyze client feedback and performance data to identify improvements and support decision-making.
• Prepare reports on client service, satisfaction, and team performance for leadership.
• Collaborate with sales, marketing, product development, and internal teams to align services with client needs.

Requirements

• Bachelor’s degree in business administration, chemistry, biology, or a closely related field, or an equivalent combination of education, training, and experience.
• Eight years of client services experience.
• Knowledge of client relationship management principles, practices, and techniques.
• Experience developing and implementing customer service programs, policies, and procedures.
• Ability to develop and motivate teams, administer customer service functions, and provide guidance to employees.
• Strong communication, judgment, initiative, discretion, professionalism, and cross-functional relationship-building skills.

Culture & Benefits

• Mission-driven work focused on improving community health and safety.
• Medical, dental, vision, life, disability, HSA, and flexible spending account benefits.
• 401(k) retirement savings plan with immediate vesting in the employer match.
• Paid holiday, sick, and vacation time, plus parental leave.
• Wellness program, tuition reimbursement, Employee Assistance Program, optional legal coverage, and identity theft protection.