Area Customer Success Ops Lead

Job Description The Area Customer Success Supervisor plays a critical leadership role in supporting the daily operations, effectiveness, and performance of the Customer Success team within a designated site or area. This role holds greater responsibility than the Area Customer Success Lead and serves as a trusted operational partner to the Area Customer Success Manager. The Supervisor assists with workday flow management, time management guidance, coaching, peer training, and day‑to‑day decision‑making. They leverage reports and performance data to help direct team activities, ensure routine deliverables are completed, and proactively identify risks and opportunities while maintaining a strong focus on customer satisfaction and responsiveness. Responsibilities Team Support & Workflow Management Support daily workday flow to ensure timely handling of customer requests, orders, and follow‑ups. Assist with workload balancing, task prioritization, and coverage planning. Serve as a point of escalation for day‑to‑day operational questions and decisions. Ensure routine deliverables, reporting, and customer commitments are completed accurately and on time. Coaching, Training & Peer Development Provide real‑time coaching and guidance to Customer Success team members to reinforce service standards, productivity expectations, and best practices. Assist in onboarding and peer training for new hires; support cross‑training to ensure adequate team coverage. Identify skill gaps and elevate development needs, process issues, and training opportunities to the Regional Customer Success Manager. Model strong time management, communication, and customer‑first behaviors. Performance Monitoring & Reporting Utilize reports and dashboards to monitor response times, telecom metrics, workflow completion, proactive engagement activities, and routine deliverables. Support at‑risk customer identification and service trend monitoring; recommend corrective actions as needed. Provide insights to the Regional Customer Success Manager to drive continuous improvement and consistent execution. Monitor telecom metrics. Monitor response times. Customer Success Operations Support order and quote processing, backorders, open orders, and margin awareness. Review and prepare routine operational and customer reports (e.g., usage, margin, backorder, open orders, at‑risk customer). Serve as an eCommerce and ERP super‑user resource for the team; assist with troubleshooting and process adherence. Assist with customer order guides, sample requests, and other site‑specific Customer Success activities as needed. Provide backup support for Customer Success team members to ensure uninterrupted service levels. Customer & Issue Resolution Address customer inquiries and issues requiring advanced knowledge or judgment; resolve escalations the team cannot independently handle. Escalate complex or high‑impact issues to the Regional Customer Success Manager when appropriate. Support new customer onboarding activities and proactive outreach efforts. Help identify and support retention actions for at‑risk customers in partnership with Sales and Customer Success leadership. Collaboration & Communication Partner closely with the Area Customer Success Manager to align daily execution with team goals and Customer Success standards. Serve as a liaison between Customer Success, Sales, and internal departments to ensure a seamless customer experience. Participate in sales meetings, trainings, and cross‑functional discussions as needed. Additional duties or special projects as assigned. Qualifications At least 2 years of experience in Customer Service, Customer Success, Sales Support, or Inside Sales. Demonstrated ability to coach, guide, and influence peers without direct authority. Excellent verbal and written communication skills. Strong organizational and time‑management skills; ability to manage competing priorities in a fast‑paced environment. Proficiency with CRM systems (e.g., Salesforce), ERP platforms, and reporting tools. Strong problem‑solving skills and comfort with day‑to‑day decision making. Customer‑centric with a focus on delivering exceptional service. Ability to physically sit at a desk for long periods, operate a computer, and listen/speak clearly on the phone and in‑person. Compensation & Benefits BradyPLUS offers competitive compensation and a comprehensive benefits package to support the health and well‑being of our associates and their families. Benefit offerings include medical, dental, vision, life and disability insurance, flexible spending accounts, Employee Assistance Programs (EAP), 401(k) Retirement and more. BradyPLUS is an Equal Opportunity Employer. This means that all qualified applicants will receive consideration for employment without regard to race, marital status or civil union status, sex, age, color, religion, national origin, veteran status, mental or physical disability, sexual orientation, gender identity and/or any other characteristic protected by law. We also provide reasonable accommodations to applicants and employees with disabilities. #J-18808-Ljbffr BradyPLUS