Customer Experience Supervisor

Job Description

Job Description

Customer Experience Supervisor

Full-Time Position

Location: Hatfield, PA (Bucks County Estate Traders)

Total Target Comp: $65,000 – $75,000+ (Hourly Base + Uncapped Team Incentives)

The Vibe at Bucks County Estate Traders

We don’t just sell furniture; we curate experiences. Our 50,000-square-foot showroom is a dynamic, high-end destination for vintage treasures, fine art, and antiques. We have completely eliminated the traditional, high-pressure individual commission model in favor of a collaborative, team-based environment.

To lead this movement, we are seeking a Customer Experience Supervisor . If you are a natural leader who loves the "theatre" of luxury retail, excels at coaching others in the art of hospitality, and thrives on keeping an operational powerhouse running smoothly behind the scenes, this is your stage.

The Role: Conductor of the Showroom

As the Customer Experience Supervisor, your mission is twofold: protect the "no-pressure, white-glove" client experience on the showroom floor, and champion the operational metrics that keep our business scaling. You will lead, mentor, and inspire our team of Customer Experience Guides.

Key Leadership & Operational Responsibilities:

• Floor Leadership & Mentorship: Act as the head host on our floor. Lead by example, demonstrating how to "shmooze" and cater to high-end clients, while coaching your team of Guides to do the same.

• Scorecard Management: Own the operational success metrics outlined in our Quarterly Performance Incentive Pro Forma . You will keep the team aligned and motivated to smash their targets.

• Response & Resolution Oversight: Oversee the digital customer journey, ensuring our standard of "Swift Support" is met by answering every online inquiry within 4 business hours.

• Workflow Efficiency: Keep daily operations moving seamlessly by monitoring that all customer orders are processed and all returns are handled on the same day they are received.

• Inventory & Showroom Readiness: Partner with internal teams to ensure all showroom inventory is accurately tagged on the same day it hits the floor, maintaining a spectacular visual layout.

Compensation & Rewards:

We believe that excellent leadership drives company success, and your compensation should reflect that impact. 

• Competitive Base Pay: A strong, guaranteed hourly base rate scaled to your leadership experience, providing financial peace of mind.

• Target Annual Compensation: $65,000 – $75,000+ total take-home when combined with our lucrative incentive structures.

• Quarterly Performance Pools: You will directly participate in the team bonus structures from the Quarterly Performance Incentive Pro Forma , including payouts for hitting a 99.5% or higher "Keep It 5-Star" review ratio, driving social media growth, and meeting "Clear the Deck" processing goals. 

• The "No-Ceiling" Team Accelerator: We reward exceptional growth. For every 5% the overall team exceeds sales targets, $1,500 is added to the quarterly bonus pool, giving you an uncapped upside.

Schedule & Flexibility:

To lead from the front, you need to be there when the magic happens.

• This is a full-time, 5-day-a-week position.

• Because weekends are our highest-volume client days, this role requires working one weekend day per week (either Saturday or Sunday), with two consistent weekdays off so you can reliably plan your personal life.

Are You the One?

• You are an Inspiring Coach: You have 2+ years of supervisory or management experience in luxury retail, high-end hospitality, or a boutique gallery setting. You know how to motivate a team without micromanaging.

• You Balance Warmth with Precision: You are naturally outgoing and charismatic, but you also love data, spreadsheets, and hitting measurable targets.

• You are a Problem Solver: When shipping logistics get complicated or a customer issue arises, you step in with a calm, concierge-style solution that saves the day.

• You are Tech-Competent: Highly proficient with Google Workspace (Google Sheets) and modern retail technology platforms (e.g., Shopify, CRM tools) to manage daily reporting.