Senior Team Lead – Customer Care

Description

Maxwood Furniture is a rapidly growing furniture company with an expanding portfolio of brands such as 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 add to our Customer Care team. Are you ready to be a part of something amazing?

Position Overview

The Senior Team Lead plays a hands-on leadership role within our Customer Care operation, providing daily support and guidance to our on-site team while partnering closely with our remote BPO team. This position is responsible for coaching agents, monitoring service quality and queue performance, managing complex customer escalations, and identifying opportunities to improve processes and efficiency.

The ideal candidate is an experienced team lead or supervisor who enjoys developing people, solving challenging customer issues, and taking ownership of daily operations. Working closely with the Senior Customer Care Manager, this role offers the opportunity to contribute to the continued growth and success of our multi-brand Customer Care operation.

Key Responsibilities

• Provide daily leadership, coaching, and performance guidance to our on-site Customer Care team and remote BPO partners.

• Conduct regular one-on-ones, quality reviews, and coaching sessions to support agent development and performance.

• Support onboarding, training, and development of new hires, including seasonal team members.

• Monitor ticket volume, backlog, response times, and resolution metrics, adjusting workloads and coverage to maintain service levels.

• Coordinate support coverage during peak seasons, product launches, and other high-volume periods.

• Manage complex customer escalations, including shipping issues, chargebacks, and sensitive customer concerns, while ensuring appropriate resolution.

• Maintain effective Tier 1 and Tier 2 support processes to ensure consistent service and timely escalation of exceptions.

• Identify recurring customer issues and improve workflows, SOPs, macros, and help center resources.

• Support reporting, quality assurance, and automation initiatives to improve overall Customer Care efficiency and customer satisfaction.

Qualifications

Required

• 4+ years of customer support experience, including at least 2 years leading, supervising, or coaching a team.

• Experience managing or collaborating with an outsourced customer support or BPO team.

• Strong written communication, problem-solving, and customer de-escalation skills.

• Experience using customer service metrics, including CSAT, first response time, resolution time, and backlog, to guide decisions.

• Experience with modern customer support platforms, such as Gorgias.

• Ability to work on-site at our Daniel Island office five days per week.

• Interest in professional development and advancement into Customer Care management.

Preferred

• Experience in eCommerce, furniture, or home goods.

• Familiarity with returns, replacement parts, damage claims, and shipping or carrier-related issues.

• Experience with quality assurance programs and performance calibration.

• Exposure to AI-assisted customer support tools and process automation.

• Experience with seasonal staffing, workforce planning, and peak-volume support operations.

Location

Daniel Island, Charleston, SC