Customer Success Specialist

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

30 days ago Requisition

Salary Range: $65,000.00 To $77,000.00 Annually

This is a hybrid role that requires candidates to live in the listed market.

ALTO US is seeking a Customer Success Specialist (CSS) to join our US Operations team. The CSS is a critical part of ALTO’s victim advocate service and serves as the primary point of contact for an assigned district of stores, supporting multiple retailers. The ALTO solution is an innovative new approach in addressing retail theft and store/community safety. This is a hands‑on, field‑based position that will work closely with local Law Enforcement agencies and collaborate with the ALTO Legal staff and other members of the Operations team to create safer stores and communities.

This role will report to the Regional Operations Manager and/or Director of Operations.

A candidate with proven retail customer service skills, a collaborative and innovative mindset and an eye for detail. A strong work ethic and drive is required. Prior retail customer service experience is required. Loss Prevention / Asset Protection/ Investigative experience is of value but not required.

All roles at ALTO US include the following Benefits package to ensure all employees are set up for success, both at work, and in their lives:

100% coverage for Employee’s Medical, Dental, and Vision

Retirement Savings – 401K plus employer matching

Short and Long Term Disability

Life Insurance

Generous vacation, holidays, and family leave benefits

Work from Home Reimbursement

Innovative work environment in a multinational company

• Associate degree, and/or a minimum of one year of retail customer service experience.
• Self‑driving work ethic with a focus on precision, and details.
• Must have a dynamic, high‑energy personality and passion to serve clients that creates a positive impact in the community while improving store safety.
• Excellent presentation and communication skills.
• Enjoys working with others.
• Energized by change and variety.
• Able to build partnerships.
• Role requires being able to spend majority of workday standing/on your feet.
• Dependable transportation required.
• Valid Driver License required.
• Must successfully obtain the ALTO reimbursed Loss Prevention Qualified (LPQ) certification within the first year of employment.

• Build collaborative relationships with peers and clients to include retailers, law enforcement and prosecutors.
• Drive store reporting of criminal activity utilizing the client’s reporting system and /or the ALTO app.
• Demonstrate support for the client’s Asset Protection policies and procedures.
• Responsible for visiting multiple stores per day/week, with the purpose of building strong relationships with store management, collecting police reports, evidence, and CCTV footage.
• Serve as the reliable point of contact for assigned clients/stores to establish a strong business relationship.
• As the liaison between stores, customer AP/LP Team, and the ALTO Legal Team, follow up on all active cases/events and all external theft/criminal investigations.
• Build case evidence of habitual offenders targeting multiple store locations (including obtaining police reports, CCTV footage, subject descriptions, witness statements, etc.)
• Assist Legal Team and Law Enforcement partners with coordinating photo line‑ups, evidence collection, etc. as needed.
• Collaborate with other CSS’s (across district boundaries) to track and identify repeat offenders and address store safety issues impacting the market.
• Lead Store Safety Partnership Meetings with Law Enforcement for assigned stores.
• Interact with multiple levels of retailers Operations and AP/LP Leadership continuously.
• Provide in‑person training on our technology platform.
• Excellent time‑management skills, with the ability to prioritize and multi‑task under shifting deadlines in a fast‑paced environment.
• Assist leadership in implementation and rollouts of special projects as needed.
• Strong computer skills, including Microsoft Word, Excel, PowerPoint,…