Customer Experience Supervisor

At Fieldpiece Instruments, we’re on a mission to make the lives of HVACR professionals easier, faster, and better with tools that set new standards for performance and reliability. We’ve been delivering rugged, feature-rich tools since 1990 and lead the industry in how we think, work, collaborate. We’re laser-focused on exceptional service and innovative products that empower HVACR pros today and tomorrow.We’re looking for a Customer Experience (CX) Supervisor to lead our small team of Customer Service Specialists supporting our B2B sales operations and customers. This role is driven by customer support and focused on service quality, accuracy, responsiveness, and professional issue resolution. In this role, you’ll be at the heart of creating a world-class customer experience — coaching the team, managing workload, and ensuring customers and internal partners receive clear communication and reliable execution, while growing customer relationships and loyalty.If you’re a motivated customer service leader who thrives on optimizing processes and developing high-performing teams, this is your chance to make a meaningful impact.Recognized as one of Southern California’s Best Places to Work (2023, 2024 & 2025), Fieldpiece is a place where curiosity, innovation, and growth aren’t just encouraged — they’re expected. We embrace a Hire-to-Retire philosophy, collaborative culture, and customer-centric attitude.Based in Orange, CA today—with an exciting move to a brand-new Tustin office in mid-2027. Hybrid schedule is 4 days onsite/1 day work from home.What You’ll DoLead and coach a team of customer service specialists supporting Fieldpiece’s B2B Customers & Sales operations.Ensure every customer interaction reflects our commitment to professionalism, accuracy, and responsiveness.Partner cross-functionally with Sales, Finance, Operations, and Supply Chain to quickly resolve complex customer issues.Act as the primary escalation point for customer issues and resolve them quickly and professionallyMonitor order accuracy, call volume, response times, and other KPI metrics to ensure service excellence.Identify recurring customer issues and escalate improvement opportunities.Conduct coaching sessions, team meetings, and performance reviews that support team growth and continuous improvement.Ensure team compliance with company policies, procedures, and best practices.Qualifications7+ years of customer service or account management experience.2+ years of experience supervising and motivating teams. Strong communication and interpersonal skills with a customer-focused attitude and ability to provide clear direction and feedback. Customer-focused mindset with a high bar for accuracy and follow-through.Ability to manage multiple priorities while maintaining strong attention to detail.Strong problem-solving skills and sound judgment when handling escalations.Experience using customer service and order management systems to track orders, cases, and communication.Ability to manage daily priorities while supporting team performance and morale.At Fieldpiece, Great Work Deserves Great Rewards. We OfferMatching 401(k) up to 4% with immediate vestingExcellent medical benefits, including an HSA plan with monthly employer contributionsSupplemental Term Life, Employee Assistance Programs (EAP), Disability coverage, and moreA Hire-to-Retire philosophy that includes personalized career development plansAn onsite music program with lessons from guitar, piano, and voice coachesAnd more!Our values drive everything we do and our culture.We are a TRIBE.Our collective growth starts with individual growth.We are fully engaged and empowered, collaborating to achieve our common mission.Our people are central in making Fieldpiece the best place we will work, ever.We do the UPFRONT HOMEWORK.We are prepared before coming together to move forward effectively.We begin with the end in mind by understanding The Why upfront, visualizing, researching, and acting.We address obstacles head-on with creativity, grit and tenacity, while having fun along the way.We deliver the RIGHT STUFF.We deliver innovative solutions by seeing the world through the eyes of our customers.Our culture of purposeful critical thinking leads to greatness now, rather than perfection never.We earn TRUST.We prove our credibility, reliability, and genuine interest in others to build lasting relationships.Our tribe, partners, end users, suppliers and channel partners can rely on us to listen, act with integrity, and deliver quality.We are LEAN.We never stop searching for a better way.We get started, fail fast, and move forward.Our actions deliver valuable results.We leave our EGO at the door.We are unconcerned to be judged by the questions we ask.With humility, we value and pursue ideas and feedback from everyone.Our personal success is derived from the tribe’s success.EOE AA M/F/Veteran/DisabilityThe base annual salary range for this role is currently $80,000-98,000 plus 5% bonus. Pay scales are determined by role, level, location, and alignment with market data. Individual pay is determined through interviews and an assessment of several factors that that are unique to each candidate, including but not limited to, job-related skills, relevant education and experience, certifications, abilities of the candidate and pay relative to other team members. We can share more information about our bonus program and benefits during the hiring process.