Customer Service Supervisor

Customer Service Supervisor – Sales Order Administration

Onsite | Richardson, TX | Full-Time

Wireless CCTV, LLC (WCCTV) is the U.S. subsidiary of Wireless CCTV Ltd., the global market leader in rapid deployment mobile surveillance solutions. Our innovative CCTV systems support critical infrastructure, construction, and public safety projects across North America—delivering secure video via 4G LTE networks. We pride ourselves on customer-focused innovation, operational excellence, and world-class support. As we continue to grow, we’re looking for an experienced, hands-on leader to oversee our Sales Order Administration, Customer Onboarding, and Customer Support operations.

We are hiring a Customer Service Supervisor – Sales Order Administration to lead a small but high-impact team responsible for managing the customer experience from order placement through deployment and ongoing support. This role is ideal for a proven supervisor with strong operational discipline, a passion for customer success, and experience supporting technology or equipment-based products. You will play a critical role in ensuring accurate order processing, seamless onboarding, and exceptional service delivery while working cross-functionally with Sales, Operations, Service, and Production.

Schedule: Monday–Friday, 8:00 AM–5:00 PM

Location: Onsite at WCCTV U.S. Headquarters, Richardson, TX

Compensation & Benefits

• Salary: $60,000–$63,000 annually (based on experience)
• Bonus: Up to $4,000 annually
• Benefits include: Medical, dental, vision, FSA, and life/AD&D insurance
• 401(k) with up to 4% company match and immediate vesting
• 10 days paid vacation (increases with tenure)
• 7 paid company holidays
• Comprehensive training, ongoing development, and opportunity for advancement

Key Responsibilities

• Lead and supervise Customer Success Representatives responsible for sales order processing, onboarding, and ongoing customer support
• Own the end-to-end sales order administration process, ensuring accuracy, consistency, and on-time execution within defined SLAs
• Act as the primary coordination point between customers and internal stakeholders to deliver a smooth, professional experience
• Proactively identify and resolve order discrepancies, delays, and escalations
• Ensure timely, clear communication of order updates and changes to customers and internal teams
• Ensure prompt, professional response to all inbound customer calls and emails
• Monitor ticket queues, resolution timelines, and SLA compliance

Customer Onboarding & Deployment Coordination

• Ensure customers clearly understand onboarding steps, timelines, and next actions following order placement
• Partner closely with Service, Production, Operations, and Scheduling to confirm site requirements and installation readiness
• Maintain accurate onboarding records, visibility, and SLA tracking within the ticketing system
• Serve as escalation point for onboarding issues that may impact deployment timelines or customer satisfaction
• Ensure follow-up with customers post-installation to confirm success and satisfaction
• Analyze onboarding feedback and data to continuously improve workflows, tools, and documentation
• Analyze support trends to improve service delivery and reduce recurring issues
• Act as the voice of the customer, sharing insights and feedback with internal teams to influence product and service enhancements

People Leadership & Performance Management

• Train, coach, and develop team members to consistently meet service and performance goals
• Participate in hiring, onboarding, training, and performance management of staff
• Establish KPIs, monitor results, and conduct regular performance reviews
• Manage scheduling, PTO approvals, and staffing coverage
• Lead team meetings, 1:1s, and continuous improvement initiatives

Required Qualifications

• High school diploma or equivalent required; Associate degree in Business or Management preferred
• 4–6 years of customer service, call center, or help desk experience supporting technology-related products
• 3 years of supervisory experience in a customer service, help desk, or support environment
• 3 years of sales order administration and customer onboarding experience
• Proven experience working cross-functionally with Sales, Operations, Production, and Service teams
• Strong leadership, coaching, and performance management skills
• Demonstrated ability to develop, track, and improve customer success metrics
• Advanced organizational, time management, and multitasking skills
• Excellent written and verbal communication skills
• Proficiency with Microsoft Office, ticketing systems, knowledge bases, and ERP platforms
• Zoho experience strongly preferred
• Analytical mindset with a proactive, solution-oriented approach

WCCTV is an Equal Opportunity Employer.