Senior Customer Support Manager

🔥 4 hours ago

🦌 Connecticut, New Jersey, +3 more states – Remote

🦌 Connecticut – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🍂 Massachusetts – Remote ⚓ Rhode Island – Remote

💵 $100k - $125k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Bob's Discount Furniture

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

🏭 Manufacturing

📦 Logistics

🛒 Retail

Manufacturing • Logistics • Retail

Bob's Discount Furniture is a retail furniture store offering a wide range of home furnishings and accessories at affordable prices. They provide an efficient shopping experience through their online platform, where customers can browse and purchase various furniture pieces. The company places a strong emphasis on customer privacy and the use of technologies to enhance website functionality and personalization. They comply with privacy laws like the CCPA and offer options for customers to manage their data preferences. Their business model includes leveraging performance and marketing technologies to improve user experience and offer relevant advertisements.

📋 Description

• Lead multiple contact center operations across voice, SMS, chat, email, and other customer support channels • Manage performance across internal teams and third-party partners across multiple sites and remote environments • Analyze operational and customer contact data to identify trends and root causes • Develop and implement improvement strategies that reduce recurring customer support issues • Partner with internal teams and third-party business partners using contact data and Voice of Customer insights • Define and manage reporting needs across customer support channels • Communicate performance expectations and maintain performance scorecards • Drive day-to-day performance through KPI reviews, coaching, communication, and follow-through • Deliver against NPS, First Contact Resolution, and Average Handle Time targets • Oversee experienced professionals, subordinate managers, and teams • Serve as a subject matter expert on Customer Support best practices • Provide strategic guidance to cross-functional teams • Manage staffing needs, support compliance expectations, and provide backup leadership

🎯 Requirements

• Minimum of 8 years of experience in Customer Support or a related customer service discipline • Demonstrated experience leading multi-channel contact center operations and managing performance across internal and/or third-party teams • Experience using operational data and KPIs to identify issues, drive improvements, and communicate performance • Strong leadership, coaching, communication, organizational, and cross-functional partnership skills • Bachelor's degree in business management, technology, marketing, or a related field • Experience supporting voice, chat, SMS, email, and other digital customer service channels • Experience with digital customer experience, SaaS environments, or modern customer support technologies is highly valued • Experience with Medallia, Zendesk, Calabrio, and Cisco is a plus

🏖️ Benefits

• Competitive Medical, Dental, and Vision Insurance • Generous paid time off, including vacation, personal days, sick leave, holidays, and your birthday • 401(k) Profit Sharing Plan with a generous company match • Pet Insurance and employer-paid Life Insurance options • Tuition reimbursement • On-demand learning • Career progression pathways • Employee Discount starting on Day 1 • Exclusive partner discounts