Customer Success Center Lead & Frontline Coach

Guitar Center Inc.; Kansas City (MO); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

gig leave

Medical

Dental

Vision

401K plus company match

mental health support

paid sick/holiday/vacation time

employee discount program

tuition reimbursement options

Job summary

Guitar Center Inc. is seeking an Advisor Manager to lead a frontline customer service team with a strong emphasis on coaching, performance, and customer satisfaction across channels.

You will partner with Training, Quality, Knowledge Management, and cross-functional teams to uphold service standards and improve processes. You will monitor daily performance, manage staffing with WFM, and drive improvements using VOC insights.

Qualifications

• 3–5+ years of leadership experience in customer service and/or contact centers.
• Proven success coaching teams to improve customer satisfaction, quality, and operational performance.
• Experience with CRM and contact center platforms; comfortable using dashboards and reporting.
• Strong communication, conflict resolution, and de-escalation skills.

Responsibilities

• Lead, motivate, and coach frontline Customer Service Agents to deliver consistently positive customer experience across phone, email, chat, and other support channels.
• Monitor daily performance, workflow, and activity to ensure teams meet productivity and service expectations; create coaching action plans.
• Partner with Workforce Management and site leadership on real-time staffing needs and backlogs.
• Ensure adherence to policies, procedures, and regulatory requirements related to customer service and complaint handling.
• Identify recurring customer pain points via VOC and frontline observations; collaborate cross-functionally to eliminate root causes.
• Drive First Contact Resolution by coaching Advisors to fully own customer issues.

Skills

Leadership experience

Coaching

Customer service excellence

Performance management

Voice of the Customer

CRM & contact center tools

Education

Bachelor’s Degree or equivalent

Tools

CRM systems

Contact center platforms

Dashboards & reporting

Job description

Guitar Center Inc. is seeking an Advisor Manager to lead a frontline customer service team with a strong emphasis on coaching, performance, and customer satisfaction across channels.

You will partner with Training, Quality, Knowledge Management, and cross-functional teams to uphold service standards and improve processes. You will monitor daily performance, manage staffing with WFM, and drive improvements using VOC insights.