Local Customer Success Lead — VIP Delivery Champion

Ashley Furniture Industries; Memphis (TN); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Extended health, dental, vision

Employee discount

Life/Disability Insurance

Flex Spending Account

401K

Paid Time Off

Job summary

Ashley Furniture in Memphis, TN, is seeking a Local Customer Success (LCS) Lead to guide agents in daily work, answer questions, and support delivery-related activities. This frontline role provides real-time support for VIP deliveries, same-day and next-day saves, and escalations.

You will coach agents using SOPs, verify documentation, coordinate with RFC, store, delivery, Road Support, and Customer Success partners, and elevate high-risk issues to the Supervisor.

Qualifications

• Legally authorized to work in the US.
• At least 18 years old.
• 1–2 years' experience in fast-paced environments; bilingual preferred.
• Strong attention to detail.
• Excellent verbal and written communication skills.

Responsibilities

• Engage with customers in escalated situations; troubleshoot and resolve issues.
• Collaborate with Regional Managers, store personnel and other stakeholders for timely resolutions.
• Document all customer interactions; ensure seamless handoffs and follow-up.
• Coach Customer Experience Representatives on escalated issues.
• Handle delivery concerns and coordinate timely resolutions.

Skills

Customer service

Communication

Time management

Microsoft Office

Analytical skills

Problem solving

Attention to detail

Teamwork

Documentation

Tools

Document management system

Microsoft Office Suite

Job description

Ashley Furniture in Memphis, TN, is seeking a Local Customer Success (LCS) Lead to guide agents in daily work, answer questions, and support delivery-related activities. This frontline role provides real-time support for VIP deliveries, same-day and next-day saves, and escalations.

You will coach agents using SOPs, verify documentation, coordinate with RFC, store, delivery, Road Support, and Customer Success partners, and elevate high-risk issues to the Supervisor.