Customer Success Lead: Elevate VIP Deliveries & Coaching

Ashley Furniture Industries; Salt Lake City (UT); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Extended health benefits

Employee discount 10%–30%

Life/Disability Insurance

Flex Spending Account

401K

Paid Time Off

Job summary

Ashley Furniture Industries in Salt Lake City, UT is seeking a Local Customer Success Lead to guide delivery agents, answer process questions, and ensure consistent execution of day-of-delivery activities. This frontline role provides real-time support for VIP deliveries and timely resolutions.

You will coach agents, verify documentation, coordinate with store, RFC, delivery, Road Support, and partners, and elevate high‑risk issues to supervision.

Qualifications

• Legally authorized to work in the US.
• 1-2 years in fast-paced environments; bilingual preferred.
• Excellent verbal and written communication skills.
• Strong attention to detail and interpersonal skills.
• Effective time management and ability to work independently or in a team.

Responsibilities

• Engage with customers in escalated situations to troubleshoot and resolve complex issues.
• Collaborate with Regional Managers, store personnel, warehouse staff and stakeholders for timely resolutions.
• Maintain clear documentation of all interactions and follow-up to ensure customer satisfaction.
• Coach and support Customer Experience Representatives through escalated issues and training sessions.
• Handle delivery concerns and coordinate with relevant teams to provide timely resolutions.
• Enter and adjust sales and service orders to ensure accuracy and retention.

Skills

Customer service

Communication

Attention to detail

Time management

Team collaboration

Problem solving

Documentation

Conflict resolution

Job description

Ashley Furniture Industries in Salt Lake City, UT is seeking a Local Customer Success Lead to guide delivery agents, answer process questions, and ensure consistent execution of day-of-delivery activities. This frontline role provides real-time support for VIP deliveries and timely resolutions.

You will coach agents, verify documentation, coordinate with store, RFC, delivery, Road Support, and partners, and elevate high‑risk issues to supervision.