Customer Support Senior Manager; Remote

Job Overview

The Customer Support Senior Manager (Operations) leads multiple contact center operations across voice, SMS, chat, email, and other customer support channels. This leader is accountable for performance management across internal teams and third-party partners across multiple sites and remote environments. The role uses data and Voice of Customer insights to identify root causes, improve productivity and service performance, and drive cross-functional initiatives.

This leader also helps foster a positive, empowering work environment focused on team engagement and an exceptional customer experience.

At Bob’s Discount Furniture, we value the unique skills and experiences that each candidate brings. Success in this role is driven by a combination of technical expertise, problem-solving abilities, behavioral and leadership skills, and customer focus. If you thrive in a dynamic environment and enjoy leveraging your skills to make an impact, this is the perfect opportunity for you!

To excel in this role, you will need to demonstrate strengths in the following skill areas:

• Contact Center Operations Leadership:
  Lead multi-channel customer support operations and deliver against key performance indicators, including NPS, First Contact Resolution (FCR), and Average Handle Time (AHT).
• Data Analysis & Root-Cause Problem Solving:
  Analyze operational and customer contact data to identify trends and root causes, develop improvement strategies, and implement actions that reduce recurring issues.
• Performance Management:
  Establish clear expectations, manage scorecards, and use consistent KPI reviews and communications to improve performance and productivity across internal and third-party teams.
• Vendor & Partner Management:
  Build strong partnerships with third-party vendors and internal business partners, emphasizing accountability, collaboration, performance, and shared customer outcomes.
• Leadership & Team Development:
  Lead experienced professionals and/or subordinate managers, provide coaching and mentorship, manage staffing and compliance, and promote a highly engaged, empowering team culture.
• Strategic & Cross-Functional Leadership:
  Drive projects and initiatives that impact multiple areas of the organization and serve as a trusted subject matter expert on Customer Support best practices.

• Omnichannel Customer Support:
  Experience supporting voice, chat, SMS, email, and other digital customer service channels.
• Customer Experience & Digital Tools:
  Experience with digital customer experience, SaaS environments, or modern customer support technologies is highly valued.
• Customer Support Platforms:
  Experience with Medallia, Zendesk, Calabrio, and Cisco is a plus.
• Voice of Customer:
  Ability to translate customer contact and VOC data into actionable insights and recommendations.
• Execution & Agility:
  Self-motivated, detail-oriented, and able to prioritize, meet deadlines, and manage changing priorities in a fast-paced environment.
• Customer Focus:
  Strong commitment to creating a world-class, engaging customer experience while balancing operational performance and team needs.

• Analyze data to identify root causes, recommend and implement improvements, and reduce recurring customer support issues.
• Partner with internal teams and third-party business partners to provide insights from contact data and Voice of Customer (VOC) information.
• Define and manage reporting needs to provide clear performance visibility across voice, chat, SMS, email, and other channels.
• Communicate performance expectations across multi-site and remote operations and maintain effective performance scorecards.
• Drive…