Customer Success Specialist

We are looking for a Customer Success Specialist to join a contract assignment in Tennessee. This position supports customer service operations by strengthening team processes, guiding new hires, and promoting consistent service delivery. The ideal candidate brings hands-on customer support experience, communicates clearly, and can quickly become a trusted resource on internal tools and workflow standards.

Responsibilities:

• Create and refine operating procedures that give the customer support team clear, repeatable guidance for daily work.
• Lead onboarding and practical instruction for new team members, covering service expectations, policies, workflows, and support tools.
• Build familiarity with internal platforms and act as a go-to resource for teammates who need help navigating systems or resolving process questions.
• Provide coaching and hands-on training that improves employee confidence, accuracy, and productivity in customer-facing tasks.
• Support the growth of the support function by contributing to team development, process standardization, and efficient onboarding practices.
• Review support activity to help maintain strong service quality, dependable responses, and consistent execution across the team.
• Step in on more complex customer concerns, investigate issues thoroughly, and deliver timely, effective resolutions.
• Evaluate current workflows to uncover inefficiencies and recommend practical improvements that strengthen customer satisfaction and operational effectiveness.
• Work closely with leadership to roll out service policies, training approaches, and support strategies aligned with business goals.

For Immediate consideration please call Lauren Bond 865-370-2212

• At least 2 years of experience in customer support, customer success, customer service, or a similar function.
• Background in producing SOPs, process guides, training documents, or other operational reference materials.
• Strong written and verbal communication skills with the ability to explain processes clearly to both customers and colleagues.
• Demonstrated ability to train, coach, or mentor employees in service procedures and software usage.
• Detail-oriented approach with the ability to follow established standards and reinforce compliance across a team.
• Solid problem-solving skills and sound judgment when handling escalations or identifying process improvements.
• Ability to learn new software quickly; experience with customer service platforms and support systems is preferred.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.