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
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.
KEY RESPONSIBILITIES:
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
• 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 — you know what it means to manage a full queue without losing your composure
• 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
• 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:
M-F
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: 60000-70000 Yearly Salary
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