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’ve built multiple sales channels across DTC websites and third-party marketplaces. We’re passionate about designing inspiring, on-trend furniture that brings customers’ home décor dreams to life.

We are seeking a new member to add to our Customer Care team. Are you ready to be part of something amazing?

Role Overview

The BPO Customer Care Manager leads Maxwood Furniture’s third-party Tier 1 Customer Care team while coordinating closely with the Manager of Tier 2 in-house Customer Care agents. This role is responsible for delivering exceptional end-to-end customer experiences, driving service excellence, supporting sales and retention efforts, and continuously improving how we support our customers.

This role requires a hands-on leader who is comfortable building structure, improving processes, and scaling operations in a growing environment.

Responsibilities

• 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

• Identify training gaps and operational challenges

• Actively develop, upskill, and advance high-performing third-party agents through coaching, structured training, and performance-based growth opportunities

• Build, document, and continuously improve SOPs and training materials as processes, tools, and policies evolve

• Facilitate biweekly refresher training sessions

• Foster a customer-first culture rooted in empathy, accountability, and problem-solving

• Set clear expectations with metrics and coaching frameworks

• Ensure consistent, high-quality support across all channels (phone, email, chat) by monitoring quality scores and satisfaction metrics

• Monitor ticket distribution and productivity metrics to maintain fair workload balance and reallocate tickets when needed

• Resource plan, forecast staffing needs, and support scheduling

• Participate in hiring and training of new agents

• Manage invoice reconciliation and approval

• Handle escalations and complex cases as needed

• Identify areas requiring cross-team or cross-department collaboration and act as a liaison

• Escalate operational and website issues appropriately

• Contribute to customer experience strategy and long-term growth planning

What Success Looks Like

• Strong Tier 1 service performance with consistent KPI achievement

• Improved training structure and agent development outcomes

• Clear and scalable SOP documentation

• 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 managing third-party or BPO support teams preferred

• Strong understanding of service metrics, quality assurance, and performance management

• Experience building training programs, SOP documentation, and scalable processes

• Strong leadership and coaching capability

• Excellent communication and cross-functional collaboration skills

• Highly organized with the ability to manage multiple priorities

• Comfortable operating in a fast-paced, evolving environment

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)