Customer Success Team Lead

Cornerstone Building Brands; Auburn (WA); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Medical benefits day 1

Dental and vision benefits

401k & retirement plan

Paid time off and holidays

Job summary

Cornerstone Building Brands is seeking a Customer Success Supervisor to lead a team delivering premier service for direct and indirect customers. You will plan workflows, engage customers, and collaborate with Sales and Operations to align with business goals.

The role emphasizes training, process improvement, and performance management to drive customer satisfaction and peak team performance.

Qualifications

• High School Diploma or equivalent required.
• Bachelor’s degree is a plus.
• 3+ years of direct customer and consumer support experience.
• 2+ years in a service lead or supervisory role.
• Proficient in telecom software; Microsoft Office applications.

Responsibilities

• Strategically plan and prioritize daily activities using CRM and dashboards to optimize workflows and team efficiency.
• Assign schedules and responsibilities to CSRs based on volume management strategies.
• Manage the credit memo process with authority to approve credits up to a set amount.
• Interact with customers to ensure needs are prioritized and addressed.
• Lead training sessions for CSRs on soft skills, product knowledge, and system proficiency.
• Drive continuous improvement with dashboards and KPIs.
• Escalation management and issue resolution with operations and sales teams.
• Foster a positive, customer-centric team culture.

Skills

Problem solving

Negotiation

Communication

Time management

Interpersonal skills

Adaptability

Resilience

Learning agility

Collaboration

Education

High school diploma

Bachelor's degree preferred

Tools

Telecom software

Microsoft Office

Job description

Cornerstone Building Brands is seeking a Customer Success Supervisor to lead a team delivering premier service for direct and indirect customers. You will plan workflows, engage customers, and collaborate with Sales and Operations to align with business goals.

The role emphasizes training, process improvement, and performance management to drive customer satisfaction and peak team performance.