Customer Service Senior Manager

At Discount Forklift, we move fast, solve real problems, and take pride in delivering a great customer experience. We’re looking for a Customer Success Senior Manager who can: take ownership of high-volume customer operations, lead a small, high-performing team, handle escalations with confidence and professionalism, and build smarter processes (and automate what shouldn’t be manual). This isn’t a sit-back-and-manage role — it’s for someone who leads from the front, keeps things moving, and makes things better every day. Customer Operations & Escalations Own and manage all inbound customer success tickets across Denver, Dallas‑Fort Worth, Las Vegas, and Phoenix markets. Triage, prioritize, and resolve elevated or complex customer concerns with professionalism and a sense of urgency. Serve as the primary escalation point for issues beyond frontline resolution, including post‑sale concerns, delivery issues, and warranty inquiries. Maintain high customer satisfaction and track resolution metrics, reporting trends upward to senior management. Automation & Process Improvement Lead efforts to identify and implement automation for routine, low‑level customer inquiries — freeing the team to focus on higher‑value interactions. Develop response templates, workflows, and communication frameworks that improve consistency and turnaround time. Evaluate tooling and recommend process improvements; Discount Forklift rewards people who find smarter ways to do things. Team Leadership & Development Directly manage and mentor a team of two Customer Success Representatives. Conduct regular one‑on‑ones, deliver constructive feedback, and actively support each team member’s growth. Set the standard for how Discount Forklift shows up for its customers — lead by example. Cross‑Functional Communication & Reporting Prepare and present regular reports on ticket volume, resolution times, escalation patterns, and customer satisfaction trends. Collaborate with sales, operations, and branch staff across all four markets to surface and resolve systemic issues. Maintain accurate records in applicable CRM/ERP systems. Required Qualifications 3+ years of experience in a customer success, customer service, or account management role. Demonstrated experience in a high‑volume, fast‑moving customer‑facing environment. Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams). Experience with a CRM or ERP platform (any; we can train on ours). Strong written and verbal communication skills — clear, professional, and human. Preferred Qualifications Prior experience leading, supervising, or mentoring a small team. Background in or exposure to material handling equipment, forklifts, industrial equipment rentals, or a mechanical/technical industry. Experience designing or implementing customer service automation, chatbots, or workflow tools. Bilingual (English/Spanish) a plus ‑ we proudly serve Spanish‑speaking customers. Associate’s or Bachelor’s degree in Business, Operations, or a related field. Benefits Monday‑Friday Schedule 40 Hours Paid Vacation 48 Hours Paid Sick Time 6 Holidays per policy and procedures Health, Dental, Vision, Life, and other supplemental insurance offered. Compensation details: 60,000-70,000 Yearly Salary #J-18808-Ljbffr