The Customer Success Supervisor serves as the heart and soul of StickerGiant customers.  This position oversees our talented Customer Success Representatives who are experts on building great customer relationships.  You thrive on taking the reins to solve issues and remove obstacles for others. You are driven to develop your team and keep them focused on the road ahead.  You are the master of juggling many tasks simultaneously and have an innate ability to improve operational issues through process improvement. You thrive in a fast-growth, dynamic place where new challenges surface daily.  

ESSENTIAL DUTIES & RESPONSIBILITIES

• Oversee day-to-day operations of a small team of Customer Success Associates (CSA’s) and customers in a high-volume setting

• Identify and diffuse difficult situations between (CSA’s) and customers through investigation and executing solutions

• Respond to customer feedback - positive and negative - take opportunities to educate the customer on products based on feedback

• Observe team volume and activity and ensure an equitable delegation of workload

• Monitor company, team and individual goals and report metrics essential to CS Director, CS team and the Company

• Lead weekly team meetings (L10) 

• Facilitate effective cross-department communication, especially with other leads

• Predict revenue and solve issues to meet the daily and weekly revenue goals

• Manage employee performance through coaching and giving effective feedback

• Ensure all team members follow core procedures

• Grow the team by identifying training and development needs

• Create and drive continuous improvement ideas to refine our processes, structure, and communication - both internal and external

• Represent StickerGiant Core Values and serve as a value-centric role model to team and with other leaders and employees

• As needed, directly assist the team by helping accomplish tasks

EDUCATION AND FORMAL TRAINING

• Bachelor’s degree in Business, Communication, Marketing, Psychology or related discipline preferred

• Minimum of 3 years of related work-related experience in a similar role handling direct customer relationships in a sales or service capacity

KNOWLEDGE, SKILLS, AND ABILITY

• Superb attention to the standards of customer service

• Entrepreneurial and self-motivated

• Ability to close performance gaps, improve communication processes, and provide constructive feedback to direct reports

• Critical thinking, especially problem-solving with data-driven approaches

• Ability to maintain a close eye on weekly, monthly, quarterly productivity metrics and to communicate and adjust team focus as needed to meet goals

• Ability to drive team performance and triage team health issues

• Interest and ability to grow professionally with support from StickerGiant

LMA Core Responsibilities (Leading / Managing / Creating Accountability)

This supervisory role also includes the following leadership responsibilities below

Leading

• Works “on the business”

  • The designer, thinker, planner, visionary

• Sets the vision for the team/department/company

• Inspires others by connecting the dots from the vision to the execution plan

Managing

• Works “in the business”

  • The builder, do-er, driver

• Sets the execution plan for the team/department/company

• Inspires others by clarifying expectations to get the job done

• Remove obstacles for people, process, technology, product

Hold Accountable

• Recognizes and rewards their people

• Corrects performance when necessary

• Run L10 Meetings (team/department meetings)

People Management Tasks

• Hire, promote and terminate employees

• Participate in pay discussions

• Mentor, advise and coach

• Assign and evaluate employee’s work

• Conduct quarterly check-in reviews

StickerGiant is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation