Customer Service Lead - Hybrid

Furniture For Life; Boulder (CO); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health coverage

Life Insurance

401(k) Match

Employee Discount

Commission/Bonus

Dog-friendly workplace

Job summary

Furniture For Life in Boulder, CO is seeking a Customer Service Lead to champion our premium brand experience. You will lead a team, own complex cases, and coordinate our network of field technicians to ensure flawless service for luxury products.

This full-time role emphasizes strategic thinking, clear communication, and strong process discipline. You will drive KPIs, mentor staff, and ensure timely billing and warranty handling while upholding the highest standards of customer care.

Qualifications

• 3+ years of progressive customer service experience in a technical, luxury context.
• Strong written and verbal communication; ability to explain technical info clearly.
• CRM proficiency, with Salesforce or similar CRM as a plus; proficient in Google/Microsoft Suite.

Responsibilities

• Handle case management for technical customer issues via email and phone.
• Coordinate communication and scheduling with field technicians.
• Process technician invoices and warranty billing timely.
• Act as first escalation point for complex problems.
• Provide department training and mentorship for new staff.
• Monitor KPIs and drive improvements in resolution time and CSAT.

Skills

Customer service

Leadership

Communication

CRM software

Technical aptitude

Education

High school diploma or equivalent

Tools

Salesforce

Google Suite

Microsoft Office

Job description

Customer Service Lead

We are looking for a dynamic, results-driven professional to step into a leadership role as our Customer Service Lead. This critical position is the first point of escalation and the backbone of our technical support operations for our high-end, luxury products. You will play a direct role in maintaining our model of excellence by ensuring every customer interaction reflects the premium quality of our brands.

Key Responsibilities & Leadership Expectations

• Case Management: Expertly accept, open, and resolve complex customer service cases received via email and phone, primarily focusing on technical and mechanical issues within the luxury product segment.
• Technician & Logistics Coordination: Efficiently manage all communication and scheduling for our network of contracted field technicians.
• Billing & Compliance: Complete technician invoicing within one business day of receipt, and meticulously process warranty and manufacturer billing according to defined schedules.
• Escalation Management: Serve as the first point of escalation for complex customer issues, demonstrating calm, creative, and optimal problem resolution.
• Team Development: Provide initial department-level training and mentorship for new team members, championing department best practices.
• Performance Driven: Consistently meet or exceed department Key Performance Indicators (KPIs) for resolution time and customer satisfaction.

This is a full-time, non-exempt position that includes:

• Comprehensive Health Coverage: Medical, Vision, and Dental insurance.
• Financial Security: Life Insurance, Long-Term Disability (LTD), and Short-Term Disability (STD).
• Retirement: 401(k) Match program.
• Exclusive Discounts: Employee Purchase Program on our luxury products.
• Commission/Bonus Eligible: Commissions paid on service upgrades; Profit Share Bonus Program
• Dog Friendly Workplace: Bring your well mannered pup to work with you!

Requirements – What We're Looking For: The Ideal Candidate

• Experience: 3+ years of progressive customer service experience, ideally in a technical support, luxury retail, or mechanical product environment.
• A Strategic Mindset: The ability to professionally balance high-touch customer-oriented service with sound business practices to achieve optimal, timely outcomes.
• Exceptional Communication: Strong written and verbal skills, with the ability to clearly convey complex technical information to both customers and technicians.
• Leadership & Poise: Ability to stay calm and effective under pressure, manage competing priorities, and multitask across multiple open cases.
• Technical Proficiency: High school diploma or equivalent is required. Proficient in Google Suite and/or Microsoft Suite. Experience with Salesforce or similar CRM software is a significant plus.
• Creative Problem-Solver: A natural curiosity and commitment to finding solutions for unique and challenging technical issues.