Sr. Customer Service Manager

The Expo Group•Orlando, FL

7h•Hybrid

About The Position

Are you ready to elevate customer service delivery while mentoring and developing a high-performing team? The Expo Group is seeking a Sr. Customer Service Manager to provide frontline customer support while serving as a mentor and service lead for assigned events. Based in Orlando, this hybrid role plays a critical part in driving service quality, operational efficiency, and year-over-year revenue growth through proactive customer engagement and team leadership. In this role, you will: Mentor and support customer service team members in delivering consistent, professional service across all communication channels. Coach team members on order processing, account maintenance, refunds, and accurate documentation in accordance with department guidelines. Lead resolution of customer issues and conflicts, escalating appropriately while maintaining strong internal communication. Manage multiple events simultaneously, ensuring service quality, responsiveness, and policy compliance. Serve as Service Lead on Tier 1 and Tier 2 events, supervising teams of 1–10 employees and overseeing vendor coordination, ordering deadlines, and event price list accuracy. Partner with Show Organizers and Project Managers before events and during move-in and move-out to ensure seamless execution. Oversee customer orders and payments in proprietary systems, supporting soft sales conversations around costs and budget considerations. Participate in system and process improvement initiatives related to Zendesk, Co-Pro, and other operating systems.

Requirements

High School Diploma required
3–5 years of related customer service experience, preferably in the trade show industry.
Strong customer service orientation, mentoring and coaching ability, attention to detail, time management, conflict resolution skills, Microsoft Office proficiency, and comfort learning new software systems.
This role requires flexibility to support event schedules, including travel by air or car up to 14–18 days, 5–6 times per year.

Nice To Haves

Associate or bachelor’s degree in business management, Hospitality Management, or a related field preferred.

Responsibilities

Mentor and support customer service team members in delivering consistent, professional service across all communication channels.
Coach team members on order processing, account maintenance, refunds, and accurate documentation in accordance with department guidelines.
Lead resolution of customer issues and conflicts, escalating appropriately while maintaining strong internal communication.
Manage multiple events simultaneously, ensuring service quality, responsiveness, and policy compliance.
Serve as Service Lead on Tier 1 and Tier 2 events, supervising teams of 1–10 employees and overseeing vendor coordination, ordering deadlines, and event price list accuracy.
Partner with Show Organizers and Project Managers before events and during move-in and move-out to ensure seamless execution.
Oversee customer orders and payments in proprietary systems, supporting soft sales conversations around costs and budget considerations.
Participate in system and process improvement initiatives related to Zendesk, Co-Pro, and other operating systems.