Wireless CCTV LLC · 10 hours ago
Customer Success Supervisor
Richardson, TX
Full-time
Onsite
Mid, Senior Level
$55K/yr - $58K/yr
4+ years expWireless CCTV, LLC is a market leader in mobile surveillance systems based in Richardson, Texas. They are seeking an experienced Customer Success Supervisor to enhance customer relationships and ensure a smooth onboarding experience for clients while managing a team of Customer Success Representatives.
InternetMobileWireless
Hiring Manager
Dawn M. K.
Responsibilities
Supervise Customer Success Representatives responsible for the onboarding and ongoing support of all new and existing customers
Serves as the primary point of coordination between customers and internal teams to ensure a smooth, efficient onboarding experience
Ensure orders are reviewed, validated, and processed within defined SLA timeframes while maintaining a high level of accuracy and consistency
Ensure internal staff are clearly communicating to customers the onboarding process, timelines, and next steps after placing an order ensuring that they have access to all required systems, documentation, and support resources
Coordinate closely with Service, Production, and Operations to confirm site details, order requirements, deployment readiness, and scheduling
Ensure staff members communicate order updates and/or changes to both internal teams and customers in a clear and timely manner
Ensure customers are followed up the next day following installation
Ensure accurate records, reporting, and visibility into onboarding status, account activity, and SLA performance within the ticketing system
Identify and resolve onboarding issues that could impact deployment timelines or customer satisfaction and serve as point of escalation as required
Monitor customer feedback and onboarding metrics, using data to continuously improve the onboarding experience
Support continuous improvement of onboarding processes, workflows, and documentation to improve efficiency and client experience
Implement and refine customer success tools and technologies to enhance efficiency and effectiveness
Ensure that internal staff respond to all incoming calls and emails from customers and timely assistance is provided on their WCCTV surveillance equipment
Monitor ticket queue ensuring internal staff are initiating action on all tickets, monitor closure and ensures compliance for ticket resolution and response times meet established SLAs
Evaluate common areas/topics where customer questions arise and identify additional support and/or refresher training as needed
Analyze customer inquiry data to identify trends and insights, driving improvements in customer support processes and strategies
Delivers customer feedback as a voice of the customer to internal teams identifying customer needs, ideas & challenges
Advocates for customer needs internally, influencing product development and service offerings
Effectively train, manage, and develop staff ensuring successful delivery of the customer success function, including agreed KPI’s
Responsible for the hiring, discipline and training of assigned staff in conjunction with Department Manager
Review time off requests and ensure adequate staff levels are in place at all times
Monitors staff performance ensuring all customer service level agreements (SLAs) are met or exceeded
Establish KPIs for staff, evaluate performance against KPIs and job responsibilities and conduct quarterly performance reviews
Takes remedial action as required if an individual’s performance does not meet the required standards
Conducts regular team meetings and 1-2-1s with direct report lines
Identify & implement improvements within the team to ensure efficiencies within all processes
Qualification
Required
High school degree or equivalent required
Minimum of four to six years of customer call center or customer facing help desk experience supporting technology related products required
Two to three years of previous supervisory experience within a help desk, call center or related operation required
Previous experience working cross-functionally with Sales, Operations, Production advocating for customers
Proven track record of successfully developing and executing customer success strategies
A passion for helping customers succeed and a commitment to delivering exceptional service
Strong leadership and supervisory skills, with experience leading high-performing teams
Effective computer skills to include Microsoft Office, service ticketing systems, knowledge base, ERP and related computer software required
Experience developing, tracking and evaluating customer success performance metrics
Ability to multi-task, demonstrate initiative and focus on delivering high quality results leading to improved customer satisfaction
Strong problem-solving skills, analytical, and a proactive approach to addressing customer needs
Strong time management, organization and problem-solving skills required
Ability to work under pressure and with shifting priorities is a must
Excellent communication and interpersonal skills, with the ability to build strong relationships with employees, customers, and internal teams
Preferred
Associate degree in Business, Management or related discipline preferred
Previous customer onboarding experience preferred
Experience with Zoho preferred
Benefits
10 days paid vacation (increases with length of service)
Seven (7) paid Company holidays
Company provided medical, dental, vision, FSA and life/AD&D insurance plans
401k Plan with Company match of up to 4% and immediate vesting
Company
Wireless CCTV LLC
Formed in the UK in 2001, WCCTV is the global leader in manufacturing and supplying mobile video surveillance products specifically engineered to operate via cellular networks.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$108.01MKey Investors
LDC
2026-01-05Acquired
2021-03-01Private Equity· $41.79M
2007-04-23Series A· $66.22M
Recent News
2026-01-11
GlobeNewswire
2026-01-07
2026-01-05
Company data provided by crunchbase