Senior Team Lead | Customer Care

Maxwood Furniture • Charleston, SC

3d • Onsite

About The Position

Maxwood Furniture is seeking a Senior Team Lead for its Customer Care operation. The role provides hands-on daily leadership and guidance to the on-site Customer Care team while partnering with a remote BPO team. The Senior Team Lead coaches agents, monitors service quality and queue performance, handles complex customer escalations, and identifies ways to improve processes and efficiency.

Working closely with the Senior Customer Care Manager, the successful candidate will help develop team members and support daily operations across a multi-brand Customer Care operation. The position is based at the Daniel Island office in Charleston, South Carolina, and requires working on-site five days per week.

Requirements

• At least 4 years of customer support experience, including at least 2 years leading, supervising, or coaching a team.
• Experience managing or collaborating with an outsourced customer support or BPO team.
• Strong written communication, problem-solving, and customer de-escalation skills.
• Experience using customer service metrics, including CSAT, first response time, resolution time, and backlog, to guide decisions.
• Experience with modern customer support platforms, such as Gorgias.
• Ability to work on-site at the Daniel Island office five days per week.
• Interest in professional development and advancement into Customer Care management.

Nice To Haves

• Experience in eCommerce, furniture, or home goods.
• Familiarity with returns, replacement parts, damage claims, and shipping or carrier-related issues.
• Experience with quality assurance programs and performance calibration.
• Exposure to AI-assisted customer support tools and process automation.
• Experience with seasonal staffing, workforce planning, and peak-volume support operations.

Responsibilities

• Provide daily leadership, coaching, and performance guidance to the on-site Customer Care team and remote BPO partners.
• Conduct regular one-on-ones, quality reviews, and coaching sessions to support agent development and performance.
• Support onboarding, training, and development of new hires, including seasonal team members.
• Monitor ticket volume, backlog, response times, and resolution metrics, adjusting workloads and coverage to maintain service levels.
• Coordinate support coverage during peak seasons, product launches, and other high-volume periods.
• Manage complex customer escalations, including shipping issues, chargebacks, and sensitive customer concerns, while ensuring appropriate resolution.
• Maintain effective Tier 1 and Tier 2 support processes to ensure consistent service and timely escalation of exceptions.
• Identify recurring customer issues and improve workflows, SOPs, macros, and help center resources.
• Support reporting, quality assurance, and automation initiatives to improve Customer Care efficiency and customer satisfaction.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed