Luxury Tech Support Lead – Customer Care

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

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.