Customer Success Supervisor
Customer Success Supervisor
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Job Description
Mur-chol-uh-jee The science of company merch; the skill of creating and delivering custom-branded apparel and corporate gifts around the world.
Merchology is a leading eCommerce retailer in B2B sales of co-branded merchandise including apparel headwear drinkware gifts and accessories. We are family-owned people-powered and we are adding to our #MerchFam at our HQ in Plymouth MN. Come see why we are a three-time Star Tribune Top Workplaces award winner!
Merchology seeks a Customer Success Supervisor to lead and coach a team of specialists ensuring exceptional service delivery and customer satisfaction. Reporting to the Sr. Customer Success Manager this critical role drives continuous improvement through developing standard procedures collaborating with other departments and analysis of customer success metrics.
A successful Customer Success Supervisor will:
- Lead coach and mentor a team of Customer Success Specialists to ensure they deliver exceptional success to customers.
- Monitor and evaluate the performance of Customer Success Specialists providing regular feedback and guidance.
- Handle escalated customer inquiries and complaints resolving issues in a timely and effective manner.
- Analyze customer feedback through various channels to identify trends and patterns providing actionable insights and collaborating with cross-functional teams to improve the overall customer experience.
- Work alongside the Customer Success Trainer to develop and implement training programs to continuously improve the skills and knowledge of the team.
- Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
- Develop and maintain standard operating procedures for the team that focus on consistency and efficiency.
- Analyze customer success metrics and KPIs to identify areas of improvement and implement strategies to enhance customer satisfaction and retention.
- Ensure team members have the tools resources support necessary to succeed in their roles.
- Complete additional projects or duties as assigned.
REQUIRED QUALIFICATIONS
- Bachelors degree in related field will consider experience in lieu of degree
- 2-3 Years in a customer service role experience leading a team or project a plus
- Able to interface and demonstrate leadership internally and externally
- Demonstrates strong business acumen
- Strong relationship building and communication
- Strong Computer Skills
- Proficiency with Microsoft Office products
- Basic understanding of the technical aspects of company offerings
WHAT WE OFFER
In addition to an outstanding creative culture authentically nice people and interesting work we have:
- The estimated range for On-Target Earnings in this role is $60000 - $65000. On-Target Earnings consist of a combination of annual base pay and a variable bonus based on company performance
- Generous PTO (18 days per year)
- 8 company-paid holidays
- Hybrid work schedule for select departments
- 40 hours of paid volunteer time
- 401(k) with match
- Medical and dental insurance options FSA and HSA
- Company-paid life insurance and short-term disability
- Company-sponsored social events
- Premium brand partner discounts
- Employee-led Committees in Social Events Wellness DE&I and Giveback
LOCATION
- 3000 Niagara Lane North Plymouth MN 55447
- Hybrid role: Three days onsite and two days remote following training - there is no option for fully remote work
INDUSTRY
- Business to Business E-commerce and Apparel
Merchology is an equal opportunity employer and Disability-owned Business Enterprise. We celebrate diversity and are committed to a workplace where personal and professional growth are achieved through inclusion. If you require disability resources to submit your application please email for assistance.
Required Experience:
Manager
Employment Type
Full-Time
