Customer Success Lead: Elevate VIP Deliveries

Ashley Furniture Industries; Brandon (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health benefits

Employee discount

401K

Paid time off

Job summary

Ashley Furniture is seeking a Local Customer Success Lead to guide agents in daily delivery support, answer process questions, and ensure consistent execution across day-of-delivery activities. You will provide real-time support for VIP deliveries, coordinate with stores, delivery drivers, RFC, and partners, and coach staff on approved SOPs to resolve escalations with sound judgment and ownership.

This role demands strong customer recovery skills, disciplined ownership of customer-impacting

Qualifications

• Experience in customer-facing roles, preferably in retail or delivery services.
• Strong written and verbal communication skills.

Responsibilities

• Engage with customers in escalated situations and resolve complex issues.
• Coach and train Customer Experience Representatives on SOPs and best practices.
• Coordinate with store personnel, delivery teams, RFC, and partners to ensure timely resolutions.
• Enter and track orders, service appointments, and credits accurately.
• Maintain thorough documentation and ensure customer satisfaction through follow-up.

Skills

Customer success

Leadership

Communication

Problem solving

Tools

Microsoft Office

Job description

Ashley Furniture is seeking a Local Customer Success Lead to guide agents in daily delivery support, answer process questions, and ensure consistent execution across day-of-delivery activities. You will provide real-time support for VIP deliveries, coordinate with stores, delivery drivers, RFC, and partners, and coach staff on approved SOPs to resolve escalations with sound judgment and ownership.

This role demands strong customer recovery skills, disciplined ownership of customer-impacting