Customer Support Senior Manager (Remote)

Bob's Discount Furniture • Boston, MA

4d • $100,000 - $125,000 • Remote

About The Position

The Customer Support Senior Manager (Operations) leads multiple contact center operations across voice, SMS, chat, email, and other customer support channels. This leader is accountable for performance management across internal teams and third-party partners across multiple sites and remote environments. The role uses data and Voice of Customer insights to identify root causes, improve productivity and service performance, and drive cross-functional initiatives. This leader also helps foster a positive, empowering work environment focused on team engagement and an exceptional customer experience.

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.

Nice To Haves

• Omnichannel Customer Support: Experience supporting voice, chat, SMS, email, and other digital customer service channels.
• Customer Experience & Digital Tools: Experience with digital customer experience, SaaS environments, or modern customer support technologies is highly valued.
• Customer Support Platforms: Experience with Medallia, Zendesk, Calabrio, and Cisco is a plus.
• Voice of Customer: Ability to translate customer contact and VOC data into actionable insights and recommendations.
• Execution & Agility: Self-motivated, detail-oriented, and able to prioritize, meet deadlines, and manage changing priorities in a fast-paced environment.
• Customer Focus: Strong commitment to creating a world-class, engaging customer experience while balancing operational performance and team needs.

Responsibilities

• Analyze data to identify root causes, recommend and implement improvements, and reduce recurring customer support issues.
• Partner with internal teams and third-party business partners to provide insights from contact data and Voice of Customer (VOC) information.
• Define and manage reporting needs to provide clear performance visibility across voice, chat, SMS, email, and other channels.
• Communicate performance expectations across multi-site and remote operations and maintain effective performance scorecards.
• Drive day-to-day performance through consistent KPI reviews, coaching, communication, and follow-through.
• Lead assigned Customer Support operations and deliver against key performance indicators, including NPS, FCR, and AHT.
• Manage activities across multiple disciplines and oversee experienced professionals and/or subordinate managers and teams.
• Serve as a subject matter expert on Customer Support best practices and contribute strategic guidance to cross-functional teams.
• Manage staffing needs, support compliance expectations, and provide backup leadership support across Customer Support functions as needed.

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
• Professional Development: Tuition reimbursement, on-demand learning, and career progression pathways
• Employee Discount starting on Day 1, plus exclusive partner discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Senior