Customer Success Operations

Ascendion is a full service digital engineering solutions company. We make and manage software platforms and products that power growth and deliver captivating experiences to consumers and employees. Our engineering, cloud, data, experience design, and talent solution capabilities accelerate transformation and impact for enterprise clients. Headquartered in New Jersey, our workforce of 6,000+ Ascenders delivers solutions from around the globe. Ascendion is built differently to engineer the next.

Ascendion | Engineering to elevate life

We have a culture built on opportunity, inclusion, and a spirit of partnership. Come, change the world with us:

Build the coolest tech for world’s leading brands

Solve complex problems - and learn new skills

Experience the power of transforming digital engineering for Fortune 500 clients

Master your craft with leading training programs and hands-on experience

Experience a community of change makers!

Join a culture of high-performing innovators with endless ideas and a passion for tech. Our culture is the fabric of our company, and it is what makes us unique and diverse. The way we share ideas, learning, experiences, successes, and joy allows everyone to be their best at Ascendion.

• The Device Concierge Operations Vendor provides high-touch operational support for device customers and the sales team.
• The role coordinates customer support and warranty requests, creates required service tickets, drives cases through resolution, routes smaller sales opportunities to Stores or channel partners, and maintains clear reporting and follow-through.
• This is primarily an operations and customer-experience role rather than a quota-carrying sales position.

• Manage intake and coordination for device support, warranty, and customer satisfaction requests.
• Work with our Support and internal teams to open, document, route, and advance customer cases.
• Generate required SKPs (service tickets) and supporting documentation accurately and on time.
• Own follow-up, provide clear status updates, and maintain engagement until the case is resolved.
• Escalate stalled or high-risk cases with a concise summary of the issue, actions taken, and required next step.

• Triage smaller SMB team opportunities and select the appropriate Store or channel fulfillment path.
• Confirm acceptance by the receiving team and track exceptions, progress, and outcomes.

• Maintain accurate trackers for support cases, warranty requests, SKPs, escalations, SMB referrals, and outcomes.
• Report on case volume, status, aging, resolution, escalation themes, and referral activity.
• Analyze trends and provide concise insights on customer activity, open actions, risks, and process gaps.
• Document repeatable workflows and identify opportunities to improve response time and reduce manual effort.

• Strong customer service and case-management skills, including the ability to handle urgent issues professionally.
• Excellent organization, prioritization, attention to detail, and follow-through.
• Clear written and verbal communication with customers, partners, support teams, and senior stakeholders.
• Ability to interpret operational data, identify trends, and create actionable reporting.
• Proficiency with Excel, PowerPoint, Copilot, CRM or case-management tools, and collaboration platforms.

• Two or more years of experience in customer support, sales operations, account coordination, program operations, or a related role; or equivalent experience.
• Experience coordinating across multiple teams and driving open actions to completion.
• Experience maintaining operational trackers, reports, and business updates.
• Working knowledge of commercial devices, warranty processes, customer support, SMB customers, or channel sales motions.

Success Measures

• Timely acknowledgment, documentation, and progression of support and warranty requests.
• Consistent follow-through and visibility for open, aging, and escalated cases.
• Accurate and timely SKP generation and operational reporting.
• Effective SMB handoffs with clear ownership and tracked outcomes.
• Improved customer satisfaction and process improvements that reduce delays and administrative burden.

• This vendor role supports the Devices sales…