Customer Care Manager

About Maxwood Furniture Maxwood Furniture is a rapidly growing furniture company with an expanding portfolio of brands including 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 décor dreams to life with stunning, on-trend pieces. We are seeking a new member to join our Customer Care team. Are you ready to be part of something amazing? Role Overview The Customer Care Manager is responsible for leading the day-to-day operations of Maxwood Furniture’s Customer Care team while ensuring exceptional service delivery across all customer touchpoints. This role oversees team performance, coaching, quality assurance, workforce planning, and operational execution across both internal and third-party support teams. Reporting to the Senior Customer Care Manager, this position plays a critical role in developing team members, maintaining service standards, driving customer satisfaction, and supporting a scalable customer experience operation. This role requires a hands-on leader who is comfortable building structure, developing people, improving processes, and supporting a growing customer care organization. Responsibilities Foster a customer-first culture rooted in empathy, accountability, and problem-solving Set clear expectations with metrics and coaching frameworks Actively develop, upskill, and advance high-performing agents through coaching, structured training, and performance-based growth opportunities Identify training gaps and operational challenges Participate in hiring and training of new agents Monitor ticket distribution and productivity metrics to maintain fair workload balance and reallocate work when needed Ensure consistent, high-quality support across all channels (phone, email, chat) by monitoring quality scores and satisfaction metrics Resource plan, forecast staffing needs, and support scheduling Handle escalations and complex customer cases as needed Build, document, and continuously improve SOPs and training materials as processes, tools, and policies evolve Facilitate biweekly refresher training sessions Manage relationships with third-party leadership and agents Conduct monthly performance check-ins with account managers Review KPIs, service metrics, and performance trends Identify performance issues and implement improvement plans Manage invoice reconciliation and approval Identify areas requiring cross-team or cross-department collaboration and act as a liaison Escalate operational and website issues appropriately Support customer experience initiatives and operational improvement projects Contribute insights and recommendations that support long-term customer care growth What Success Looks Like Strong day-to-day operational performance with consistent KPI achievement High-quality customer experiences across all support channels Improved agent performance, engagement, and development outcomes Effective management of both internal and third-party support teams Clear and scalable SOP documentation and training programs High customer satisfaction and retention metrics Strong cross-functional collaboration between Customer Care and internal teams Operational improvements that support long-term growth Requirements 5+ years of experience in customer service operations, including leadership experience Experience leading customer service, contact center, or call center teams Experience managing third-party or BPO support teams preferred Strong understanding of service metrics, quality assurance, workforce management, and performance coaching Experience building training programs, SOP documentation, and scalable operational processes Strong leadership and coaching capabilities Excellent communication and cross-functional collaboration skills Highly organized with the ability to manage multiple priorities Comfortable operating in a fast-paced, evolving environment Core Competencies Customer-focused and service-oriented Strong leadership and coaching abilities Excellent communication and interpersonal skills Organized and detail-oriented Data-driven and analytical Collaborative and team-oriented Adaptable and solution-focused Professional and confident communicator Benefits 401(k) matching Dental Insurance Employee Assistance Program Employee Discount Flexible Schedule Flexible Spending Account Health Insurance Life Insurance Vision Insurance Paid Time Off Professional Development Assistance Work Location On-site in Charleston, SC (Daniel Island) #J-18808-Ljbffr Maxwood Furniture, Inc.