Supervisor - Customer Experience

Shift:

Are you ready to work making the world a safer, healthier place? Join our mission to continuously move science forward; to innovate and advance all aspects of our business to improve the health and safety of our communities and lives.

Hours: Monday through Friday, 8:00 AM - 5:00 PM

Compensation: $52,000 - 54,000 per year

The salary for this position reflects a variety of factors. Compensation will be determined based on the candidate’s geographic location, relevant experience, education, skills, and alignment with internal equity. Market conditions, budgetary considerations, and organizational compensation guidelines may also influence the final offer. 

Make an Impact. Build a Career. 

At Pace®, everything we do is built upon an unwavering commitment to making the world a safer, healthier place. Since 1978, we’ve continued developing innovative practices that drive sustainability and empower our partners with accurate quality data at every critical moment and milestone. 

That’s why we need you -- your curiosity, your talents, and your drive -- to help us advance this important work, and your career. 

We’re seeking a client-focused, collaborative leader who is passionate about building strong relationships, delivering exceptional service, and supporting teams that help our clients and communities thrive. If you’re looking to lead meaningful client experience work while developing people and improving processes, Pace® could be the perfect place for you. 

Find Your Place at Pace® 

Join us as a Client Experience Supervisor, where you’ll manage client relationships, support client satisfaction and retention, and provide oversight to the customer experience team. In this role, you’ll serve as a key escalation point, partner across teams, and use client feedback and performance data to strengthen service delivery and support continued growth. 

This position ideally would be hybrid, but for the right candidate we would consider remote work as long as you are within driving distance of our lab in East Longmeadow.

What You’ll Do 

• Plan, organize, administer, develop, and evaluate the activities of assigned staff. 

• Serve as the primary escalation point for clients by addressing needs and concerns promptly, professionally, and with a focus on long-term satisfaction and loyalty. 

• Build and maintain strong client relationships through regular meetings, service reviews, and proactive follow-up. 

• Oversee the client service team to ensure efficient and effective service delivery, while ensuring interactions align with company policies and standards. 

• Support the Manager and Director of Client Experience, as well as local site initiatives and programs. 

• Collaborate with internal teams to ensure timely and successful delivery of services and solutions. 

• Collect and analyze client feedback to identify opportunities for improvement and implement necessary changes. 

• Manage client complaint and issue-resolution processes, escalating matters to appropriate stakeholders when needed. 

• Prepare and present regular reports on client service performance, client satisfaction, and team performance as requested by leadership. 

• Use data insights to support decision-making and continuous improvement initiatives. 

• Partner with sales, marketing, and product development teams to help ensure client needs are understood and met. 

• Represent the company at industry events, conferences, and client meetings as needed. 
• Contribute to department effectiveness by offering suggestions and actively participating in team efforts. 

• Promote and support the overall mission of Pace® by demonstrating courteous, cooperative behavior and fostering a positive workplace environment. 

What You’ll Bring 

• Bachelor’s degree in business administration, chemistry, biology, or a closely related field. 

• Eight (8) years of client services experience. 

• Or an equivalent combination of education, training, and experience. 

• Knowledge of principles, practices, and techniques for managing client relationships. 

• Experience developing and implementing customer service programs, policies, and procedures. 

• Ability to support team development, employee motivation, team-based management practices, and budget administration. 

• Working knowledge of applicable industry laws, codes, regulations, and business systems related to the work. 

• Strong communication skills, including business writing, oral presentations, and professional interactions with diverse audiences. 

• Ability to deliver high-level customer service, administer customer service functions, train staff, and support supervisors and employees with guidance and consultation. 

• Strong judgment, initiative, discretion, professionalism, and the ability to build effective working relationships across teams. 

Physical / Mental Requirements 

• Ability to work in an office setting and use standard office equipment. 

• Ability to sit for extended periods. 

• Ability to lift and carry up to 10 pounds. 

• Vision to read printed materials and computer screens. 

• Hearing and speech to communicate in person and via telephone. 

Working Environment 

Work is performed in an office setting and may require travel. 

Find Your Place at Pace - We need you - your curiosity, your talents, and your drive - to help us advance this important work.

Benefits
When you join Pace®, you commit to work that makes a positive impact on our communities and our world. We commit to supporting you with benefits and perks that make a positive impact on your life. Full-time roles are eligible for our comprehensive benefits program which includes competitive salaries, medical, dental vision, 401K retirement savings plan (100% vested immediately in the employer match), life, disability and voluntary benefits, paid time off for holiday, sick and vacation days, HSA, wellness program, flexible spending accounts, tuition reimbursement, Employee Assistance program, parental leave, optional legal coverage and ID theft.

Equal Opportunity Employer

Pace® provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, creed, color, religion, genetics, protected veteran status, national origin, sex, age, disability, marital status, sexual orientation, gender identity or expression, citizenship, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.