Senior Customer Care Manager

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. Were passionate about creating an inspiring and engaging shopping experience for our customers bringing their home decor 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

The Senior Customer Care Manager leads Maxwood Furnitures multi-brand Customer Care function across all customer touchpoints. This role is responsible for delivering an exceptional end-to-end experience driving service excellence supporting sales/retention and continually improving how we support our customers.

Responsibilities

• Lead in-house specialized agents and oversee performance of outsourced partners.
• Manage relationships with key 3rd parties supporting CRM/AI tools assembly services product support delivery updates and returns.
• Build a high-performing team hiring coaching developing and setting clear expectations and metrics.
• Foster a customer-first culture rooted in empathy accountability and problem-solving.
• Oversee forecasting headcount planning and budget for Customer Care.
• Ensure consistent high-quality support across all channels (phone email chat and more).
• Handle escalations and complex cases when needed.
• Monitor reviews feedback and satisfaction metrics to identify trends and opportunities.
• Develop and optimize service policies workflows and processes to drive efficiency.
• Partner closely with Operations Logistics Product Quality and Supply Chain to resolve delivery damage warranty and product-related issues.
• Own CRM and tooling accuracy and usage and help shape future tools (including AI).
• Contribute to customer experience strategy and longer-term growth planning.
• Prepare reporting and insights for senior leadership on performance and customer trends.
• Scale Customer Care structure and operations to support business growth.

What Success Looks Like

• High customer satisfaction and loyalty
• Improved service quality efficiency and resolution times
• Strong retention and customer advocacy
• Smooth collaboration across teams and vendors

• 58 years in Customer Care/Customer Service including 3 years leading teams.
• Experience developing and coaching high-performing teams (preferably multi-brand).
• Strong understanding of service metrics and operational performance.
• Familiarity with CRM/customer support platforms.
• Excellent communication conflict resolution and decision-making abilities.
• Comfortable managing multiple priorities in a fast-paced growing environment.
  

Preferred

• Experience in e-commerce consumer products furniture or home goods.
• Experience scaling Customer Care during periods of growth.
• Exposure to AI or tech-enabled support tools.
  

Core Competencies

• Customer-first mindset
• Strategic thinking execution
• Leadership team development
• Data-driven decision making
• Cross-functional collaboration
• Continuous improvement
  

If you want:
more casual
more polished corporate
shorter/tighter OR
with an intro paragraph about Maxwood culture just tell me and Ill tune accordingly.

Benefits

401(k) matching

Dental insurance

Employee assistance program

Employee discount

Flexible schedule

Flexible spending account

Health insurance

Life insurance

Vision insurance

Paid time off

Professional development assistance

Ability to Commute: Daniel Island SC 29492 (Required)