Lead, Customer Assurance

1. About Our Client:The organization operates in the digital furniture retail industry, offering a wide portfolio of furniture brands. With over 20 years of experience, it provides furniture solutions that balance form, function, and style. The company focuses on transforming the online shopping experience into an engaging and rewarding consumer journey. 2. About the Opportunity:The Lead, Customer Assurance supports the Customer Assurance Supervisor by overseeing quality assurance and training for Customer Assurance Specialists. This role ensures high-quality customer service, helps resolve escalated claims, and contributes to continuous improvement within the customer support function. 3. Responsibilities:Support quality assurance and training activities for Customer Assurance SpecialistsAssist in processing escalated claimsEnsure quality customer service throughout customer and dealer interactionsTrain new employees on case procedures and develop training plans for underperformersRecommend next steps or resolutions for outstanding issuesManage department queues and monitor daily team metricsCommunicate proactively and professionally with customers and dealers via email and callsHandle escalated customer calls to provide timely resolutionsCoordinate with other departments for awareness and data-driven issue resolutionManage email inbox to address issues within specified timeframesAssist management in gathering data on high-priority issues and productsLead projects to drive continuous departmental improvementsPerform in-depth claim analysis and quality assurance auditsAssist manager with escalated issues and other tasksParticipate in in-office meetings as needed 4. Requirements:Leadership and coaching abilitiesEmpathetic communication skills with customers and dealersEffective verbal and written communicationAbility to build and maintain positive relationships with employees and customersAbility to follow instructions accuratelyProficient with Microsoft Office Suite (Outlook, Word, Excel, Teams)Multitasking and research skillsProficient keyboarding skills, preferably touch typingTime management skillsHigh school diploma or equivalentCustomer service experienceAbility to sit for prolonged periods and lift up to 15 pounds 5. Pay Range and Compensation Package:The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors. 6. Benefits & Perks:Fully remote opportunityMedical, dental, and vision benefits available from day oneCompany-paid life insurance and employee assistance program401K with company matchEmployee discount on productsEmployee-led engagement activitiesFree office chair for remote employeesNine paid holidays, one floating holiday, and up to 13 accrued PTO days per year Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.