Senior Customer Support Manager
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Job Description
Customer Support Senior Manager leading omnichannel contact center operations for Bob’s Discount Furniture. Driving KPI performance, root-cause improvements, and partner accountability across remote and multi-site teams.
Responsibilities:
- Lead multiple contact center operations across voice, SMS, chat, email, and other customer support channels
- Manage performance across internal teams and third-party partners across multiple sites and remote environments
- Analyze operational and customer contact data to identify trends and root causes
- Develop and implement improvement strategies that reduce recurring customer support issues
- Partner with internal teams and third-party business partners using contact data and Voice of Customer insights
- Define and manage reporting needs across customer support channels
- Communicate performance expectations and maintain performance scorecards
- Drive day-to-day performance through KPI reviews, coaching, communication, and follow-through
- Deliver against NPS, First Contact Resolution, and Average Handle Time targets
- Oversee experienced professionals, subordinate managers, and teams
- Serve as a subject matter expert on Customer Support best practices
- Provide strategic guidance to cross-functional teams
- Manage staffing needs, support compliance expectations, and provide backup leadership
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
- Experience supporting voice, chat, SMS, email, and other digital customer service channels
- Experience with digital customer experience, SaaS environments, or modern customer support technologies is highly valued
- 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
- Tuition reimbursement
- On-demand learning
- Career progression pathways
- Employee Discount starting on Day 1
- Exclusive partner discounts
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