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 leads the day-to-day activities of Maxwood Furniture's Customer Care team, helping deliver a positive experience for every customer. This role provides coaching and support to team members, monitors team performance, and helps ensure our customer care operations run smoothly across both internal and third-party support teams.

Reporting to the Senior Customer Care Manager, this position plays an important role in developing team members, maintaining service standards, and supporting a growing customer care organization.

We're looking for a hands-on leader who enjoys helping people succeed, solving problems, and finding ways to improve how work gets done.

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

• Manage relationships with third-party leadership and agents

• Review KPIs, service metrics, and performance trends

• Identify performance issues and implement improvement plans

• 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

• 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

• High customer satisfaction and retention metrics

• Strong cross-functional collaboration between Customer Care and internal teams

• Operational improvements that support long-term growth

• Strong day-to-day operational performance with consistent KPI achievement

Requirements

• 3+ years of customer service experience with demonstrated leadership responsibilities.

• Experience managing third-party or BPO support teams preferred

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

• 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

• 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)