Customer Care Manager

Maxwood Furniture•Charleston, SC

5d•Onsite

About The Position

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.

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

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