Customer Care Manager

Maxwood Furniture•Charleston, SC

10h•Onsite

About The Position

About Maxwood Furniture Maxwood Furniture is a rapidly growing furniture company with an expanding portfolio of brands including 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 décor dreams to life with stunning, on-trend pieces. We are seeking a new member to join our Customer Care team. Are you ready to be part of something amazing? Role Overview The Customer Care Manager is responsible for leading the day-to-day operations of Maxwood Furniture’s Customer Care team while ensuring exceptional service delivery across all customer touchpoints. This role oversees team performance, coaching, quality assurance, workforce planning, and operational execution across both internal and third-party support teams. Reporting to the Senior Customer Care Manager, this position plays a critical role in developing team members, maintaining service standards, driving customer satisfaction, and supporting a scalable customer experience operation. This role requires a hands-on leader who is comfortable building structure, developing people, improving processes, and supporting a growing customer care organization.

Requirements

5+ years of experience in customer service operations, including leadership experience
Experience leading customer service, contact center, or call center teams
Experience managing third-party or BPO support teams preferred
Strong understanding of service metrics, quality assurance, workforce management, and performance coaching
Experience building training programs, SOP documentation, and scalable operational processes
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

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
Monitor 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
Build, document, and continuously improve SOPs and training materials as processes, tools, and policies evolve
Facilitate biweekly refresher training sessions
Manage relationships with third-party leadership and agents
Conduct monthly performance check-ins with account managers
Review KPIs, service metrics, and performance trends
Identify performance issues and implement improvement plans
Manage invoice reconciliation and approval
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