Customer Success Supervisor

StickerGiant is an essential business that provides high-quality stickers and labels, fast turnaround, and excellent customer service. Our mission is to create a good company to work for which leads to happy, healthy Giants. We are guided by our values; All In, Grow & Learn, Positive Energy. We value and embrace the diversity of identities, experiences, thoughts, needs, and approaches. We communicate frequently and transparently which allows our employees to see, experience, and take ownership of our shared success together.

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 Representatives (CSRs) and customers in a high-volume setting
  • Identify and diffuse difficult situations between CSR 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 Supervisors
  • 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

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
  • People leadership experiences

LMA CORE RESPONSIBILITIES (Leading/Managing/Creating Accountability)

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 department-level meetings (L10)
  • 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

EDUCATION AND FORMAL TRAINING

  • Bachelor’s degree in Business, Communication, Marketing, Psychology or a 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
  • People leadership experience; leading and growing a team to successful outcomes

PHYSICAL REQUIREMENTS

  • Able to use a computer, keyboard, phone
  • Visual acuity at short distances
  • Frequent walking
  • Grasping and gripping

POSITION SCHEDULE DETAILS

  • Full-time exempt
  • Monday - Friday
  • 8am-5pm (40 hours/week)
  • On-site work is required

Salary Range: $55,000 To $60,000 Annually

BENEFITS & PERKS

  • 100% company-paid employee premiums for health, vision, STD, LTD, and life insurance.
  • Company covers a portion of healthcare costs for dependents (spouse, child, and domestic partner). Affordable dental coverage offered.
  • 3 weeks PTO + 9 paid holidays + 6 paid sick days
  • 401(k) matching 100% up to 2% of your contribution + guaranteed 3% regardless of your contribution (total of 5% company contribution)
  • “Gainshare” bonus program: Each quarter we provide a bonus to all employees IF the company exceeds plan numbers for profit.
  • Professional Development: We provide opportunities for attending conferences, obtaining and/or renewing certifications, and participating in workshops and will tailor-make your career development plan with you

STICKERGIANT WORKING CONDITIONS - COVID19

  • StickerGiant is considered an essential business and we are committed to providing a happy, healthy, and safe working environment for our Giants (i.e. employees)
  • We have addressed risks proactively which includes: prioritizing critical operations, communicating with employees and customers regarding all business changes, adhering to proper/recurring cleaning procedures, enforcing social distancing and the proper use of protective clothing and equipment (provided to all employees by StickerGiant), implementing teleworking where possible, and keep informed status locally
  • This position will possibly require on-site work, please inquire for more information

We care a great deal about creating an environment where all Giants can bring their whole selves to work and to provide all candidates with an equitable, inclusive and accessible recruitment process in alignment with our values. At StickerGiant, we provide Equal Employment Opportunity (EEO) to all persons regardless of age, race, national origin, citizenship status, political opinion, social group, ethnic origin, marital status, union affiliation, union sympathy, physical or mental disability, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. This policy applies to all conditions of employment including recruitment, hiring, promotion, termination, leaves of absence, compensation, and training. If you prefer accommodation during the recruiting process, or you have feedback about your candidate experience at StickerGiant, please contact the Director of People+Culture.

 

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