Senior Customer Care Manager

Maxwood Furniture•Charleston, SC

1d•Onsite

About The Position

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.

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.

Nice To Haves

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.

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.