Senior Customer Care Manager at Maxwood Furniture

Charleston, South Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

10 Apr, 26

Salary

0.0

Posted On

10 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Care, Team Leadership, Service Metrics, Operational Performance, Communication, Conflict Resolution, Decision Making, E-commerce, CRM Platforms, Problem Solving, Data-Driven Decision Making, Cross-Functional Collaboration, Continuous Improvement, Coaching, Strategic Thinking, Customer Advocacy

Industry

Furniture and Home Furnishings Manufacturing

Description

Description Maxwood Furniture is a rapidly growing furniture company with an expanding portfolio of brands such as Max & Lily, Plank + Beam, and Maxtrix. Since launching over two decades ago, we have established multiple sales channels including our DTC websites and third-party marketplaces. We’re passionate about creating an inspiring and engaging shopping experience for our customers, bringing their home decor dreams to life with stunning, on-trend pieces. We are seeking a new member to add to our Customer Care team. Are you ready to be a part of something amazing? The Senior Customer Care Manager leads Maxwood Furniture’s multi-brand Customer Care function across all customer touchpoints. This role is responsible for delivering an exceptional end-to-end experience, driving service excellence, supporting sales/retention, and continually improving how we support our customers. Responsibilities Lead in-house specialized agents and oversee performance of outsourced partners. Manage relationships with key 3rd parties supporting CRM/AI tools, assembly services, product support, delivery updates, and returns. Build a high-performing team — hiring, coaching, developing, and setting clear expectations and metrics. Foster a customer-first culture rooted in empathy, accountability, and problem-solving. Oversee forecasting, headcount planning, and budget for Customer Care. Ensure consistent, high-quality support across all channels (phone, email, chat, and more). Handle escalations and complex cases when needed. Monitor reviews, feedback, and satisfaction metrics to identify trends and opportunities. Develop and optimize service policies, workflows, and processes to drive efficiency. Partner closely with Operations, Logistics, Product, Quality, and Supply Chain to resolve delivery, damage, warranty, and product-related issues. Own CRM and tooling accuracy and usage, and help shape future tools (including AI). Contribute to customer experience strategy and longer-term growth planning. Prepare reporting and insights for senior leadership on performance and customer trends. Scale Customer Care structure and operations to support business growth. What Success Looks Like High customer satisfaction and loyalty Improved service quality, efficiency, and resolution times Strong retention and customer advocacy Smooth collaboration across teams and vendors Requirements 5–8+ years in Customer Care/Customer Service, including 3+ years leading teams. Experience developing and coaching high-performing teams (preferably multi-brand). Strong understanding of service metrics and operational performance. Familiarity with CRM/customer support platforms. Excellent communication, conflict resolution, and decision-making abilities. Comfortable managing multiple priorities in a fast-paced, growing environment. Preferred Experience in e-commerce, consumer products, furniture, or home goods. Experience scaling Customer Care during periods of growth. Exposure to AI or tech-enabled support tools. Core Competencies Customer-first mindset Strategic thinking + execution Leadership + team development Data-driven decision making Cross-functional collaboration Continuous improvement If you want: ? more casual, ? more polished corporate, ? shorter/tighter, OR ? with an intro paragraph about Maxwood + culture… just tell me and I’ll tune accordingly. 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 Ability to Commute: Daniel Island, SC 29492 (Required)

Responsibilities

The Senior Customer Care Manager leads the Customer Care function across all customer touchpoints, ensuring exceptional service and driving improvements. This role includes managing teams, overseeing performance, and collaborating with various departments to resolve customer issues.