Customer Care Manager

Role Overview

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?

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.

• 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

• Strong Tier 1 service performance with consistent KPI achievement
• Improved training structure and agent development outcomes
• Clear and scalable SOP documentation
• High customer satisfaction and retention metrics
• Strong cross‑functional collaboration between Customer Care and internal teams
• Operational improvements that support long‑term growth

• 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

• 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

On‑site in Charleston, SC (Daniel Island)