Note: The job is a remote job and is open to candidates in USA. Bob's Discount Furniture is seeking a Customer Support Senior Manager to lead multi-channel contact center operations across internal teams and third-party partners. The role focuses on using data and Voice of Customer insights to improve productivity, service performance, customer experience, and cross-functional initiatives while developing an engaged team culture.
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
Skills
- • Contact Center Operations Leadership: Lead multi-channel customer support operations and deliver against key performance indicators, including NPS, First Contact Resolution (FCR), and Average Handle Time (AHT)
- • Data Analysis & Root-Cause Problem Solving: Analyze operational and customer contact data to identify trends and root causes, develop improvement strategies, and implement actions that reduce recurring issues
- • Performance Management: Establish clear expectations, manage scorecards, and use consistent KPI reviews and communications to improve performance and productivity across internal and third-party teams
- • Vendor & Partner Management: Build strong partnerships with third-party vendors and internal business partners, emphasizing accountability, collaboration, performance, and shared customer outcomes
- • Leadership & Team Development: Lead experienced professionals and/or subordinate managers, provide coaching and mentorship, manage staffing and compliance, and promote a highly engaged, empowering team culture
- • Strategic & Cross-Functional Leadership: Drive projects and initiatives that impact multiple areas of the organization and serve as a trusted subject matter expert on Customer Support best practices
- • 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
- • 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
- • 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
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
Company Overview