Customer Care Manager
Maxwood Furniture · Charleston, SC · 1 mo ago
On-siteCustomer ServiceFull-time
Responsibilities
- Foster a customer-first culture rooted in empathy, accountability, and problem-solving
- Set clear expectations with metrics and coaching frameworks
- Actively develop, upskill, and advance high-performing agents through coaching, structured training, and performance-based growth opportunities
- Identify training gaps and operational challenges
- Participate in hiring and training of new agents
- Maintain ticket distribution and productivity metrics to maintain fair workload balance and reallocate work when needed
- Ensure consistent, high-quality support across all channels (phone, email, chat) by monitoring quality scores and satisfaction metrics
- Resource plan, forecast staffing needs, and support scheduling
- Handle escalations and complex customer cases as needed
- Manage relationships with third-party leadership and agents
- Review KPIs, service metrics, and performance trends
- Identify performance issues and implement improvement plans
- Identify areas requiring cross-team or cross-department collaboration and act as a liaison
- Escalate operational and website issues appropriately
- Support customer experience initiatives and operational improvement projects
- Contribute insights and recommendations that support long-term customer care growth
Requirements
- 3+ years of customer service experience with demonstrated leadership responsibilities
- Experience managing third-party or BPO support teams preferred
- Strong understanding of service metrics, quality assurance, workforce management, and performance coaching
- Strong leadership and coaching capabilities
- Excellent communication and cross-functional collaboration skills
- Highly organized with the ability to manage multiple priorities
- Comfortable operating in a fast-paced, evolving environment
Benefits
- 401(k) matching
- Dental Insurance
- Employee Assistance Program
- Employee Discount
- Flexible Schedule
- Flexible Spending Account
- Health Insurance
- Life Insurance
- Vision Insurance
- Paid Time Off
- Professional Development Assistance
Work Location
On-site in Charleston, SC (Daniel Island)
Department
Customer Care
Locations
HQ