Senior Customer Care Team Lead On-Site

Maxwood Furniture; Charleston (SC); On-site; USD 70,000 - 95,000; Full time

Job summary

Maxwood Furniture is seeking a Senior Team Lead for our on-site Customer Care operation on Daniel Island, Charleston. You will coach a on-site team and partner with our remote BPO, guiding daily operations and ensuring service quality and performance metrics.

You will develop people, handle complex escalations, monitor queues, and drive process improvements across ticketing, shipping issues, and customer satisfaction, reporting to the Senior Customer Care Manager.

Qualifications

• 4+ years of customer support experience, with 2+ years in a lead/coach role.
• Experience working with outsourced or BPO teams.
• Strong written communication and problem-solving skills.
• Experience using CSAT, first response time, resolution time, backlog metrics to drive decisions.
• Familiarity with modern customer support platforms such as Gorgias.
• Ability to work on-site at Daniel Island office five days per week.
• Interest in moving into Customer Care management.

Responsibilities

• Provide daily leadership, coaching, and performance guidance to on-site and remote teams.
• Conduct regular one-on-ones, quality reviews, and coaching sessions.
• Support onboarding, training, and development of new hires, including seasonal staff.
• Monitor ticket volume, backlog, response times, and resolution metrics; adjust workloads to maintain SLAs.
• Coordinate coverage during peak seasons, product launches, and other high-volume periods.
• Manage complex escalations, including shipping issues, chargebacks, and sensitive concerns.
• Maintain Tier 1 and 2 support processes and timely escalation of exceptions.
• Identify recurring issues and improve workflows, SOPs, macros, and help center resources.
• Support reporting, QA, and automation initiatives to boost efficiency and satisfaction.

Skills

Team leadership

Customer service metrics

Gorgias

Written communication

Quality assurance

Tools

Gorgias

Job description

Maxwood Furniture is seeking a Senior Team Lead for our on-site Customer Care operation on Daniel Island, Charleston. You will coach a on-site team and partner with our remote BPO, guiding daily operations and ensuring service quality and performance metrics.

You will develop people, handle complex escalations, monitor queues, and drive process improvements across ticketing, shipping issues, and customer satisfaction, reporting to the Senior Customer Care Manager.