Manager, Customer Support

Bose Corporation • Framingham, MA

1d

About The Position

We are seeking an experienced and strategic Manager of Customer Service to lead our customer service organization and ensure exceptional experiences at every customer touchpoint. This leader will drive service excellence, implement scalable processes, and develop a high-performing team that delivers customer experiences commensurate with our luxury audio brands.

Requirements

• Bachelor’s degree in Business, Communications, or related field preferred.
• 7+ years of progressive customer service leadership experience.
• Proven success improving customer satisfaction and operational metrics.
• Strong analytical, organizational, and communication skills.
• Experience with CRM/ticketing systems (e.g., Salesforce, Zendesk, Hubspot).
• Demonstrated ability to manage change, scale operations, and build cohesive, motivated teams.

Responsibilities

• Lead and develop a team of Customer Service and Technical Support professionals to deliver best-in-class service and support.
• Establish performance standards and KPIs to measure and improve service levels, response times, and customer satisfaction (CSAT, NPS, CES, etc.).
• Design and implement scalable processes that enhance efficiency and consistency across all customer interactions—phone, email, chat, and digital self-service platforms.
• Collaborate cross-functionally with Operations, Sales, and Product/Service teams to resolve escalations and drive continuous improvement in the customer experience.
• Leverage data and analytics to identify trends, root causes, and opportunities for improvement in service delivery.
• Champion customer advocacy, using feedback to influence business decisions and enhance the overall customer journey.
• Oversee training and quality programs to ensure the team maintains deep product knowledge and strong communication skills.
• Manage technology tools (CRM, ticketing systems, dashboards) to optimize team performance and reporting.
• Drive a culture of accountability, empathy, and operational excellence within the customer service organization.

Benefits

• Our compensation is thoughtfully tailored to your skills, experience, education, and location, and goes beyond base salary.
• In addition to competitive base pay we offer rewards including bonus programs, comprehensive health and welfare benefits, a 401(k) plan, plus exclusive perks designed to support your wellbeing, and a generous employee discount where you can immerse yourself in our products and experiences.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees