Senior Customer Care Manager

Description:

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. We’re 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 Furniture’s 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

Requirements:

• 5–8+ 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 I’ll 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)