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. What You’ll Bring to Bob’s 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! Key Skills for Success To excel in this role, you will need to demonstrate strengths in the following skill areas: Core Competencies & Expertise • 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. Preferred Competencies & Skills: • 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. Key Responsibilities: • 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 day-to-day performance through consistent KPI reviews, coaching, communication, and follow-through. • Lead assigned Customer Support operations and deliver against key performance indicators, including NPS, FCR, and AHT. • Manage activities across multiple disciplines and oversee experienced professionals and/or subordinate managers and teams. • Serve as a subject matter expert on Customer Support best practices and contribute strategic guidance to cross-functional teams. • Manage staffing needs, support compliance expectations, and provide backup leadership support across Customer Support functions as needed. Who We Are At Bob’s, we have fun, we love what we do, and we’re growing fast! As one of the leading omni-channel furniture retailers in the country with over 200 stores, we’re committed to creating a workplace that values skills-based hiring, diverse perspectives, and an inclusive culture where everyone can thrive. How We Will Support Your Success We know you have many choices when it comes to your career. At Bob’s, we invest in your growth, well-being, and career advancement. Benefits & Perks Competitive Medical, Dental, and Vision Insurance Generous paid time off, including vacation, personal days, sick leave, holidays, and your birthday! 401(k) Profit Sharing Plan with a generous company match Pet Insurance and employer-paid Life Insurance options Professional Development: Tuition reimbursement, on-demand learning, and career progression pathways Employee Discount starting on Day 1 , plus exclusive partner discounts And so much more! Our Culture & Core Values At Bob’s, we believe in fostering a positive, inclusive, and skill-driven work environment. Our core values-Honesty, Integrity, Transparency, Community, Safety, Diversity, Accountability, and Fun—guide everything we do. We’re not just a workplace; we’re a team that supports and celebrates each other! Minimum Qualifications • Minimum of 8 years of experience in Customer Support or a related customer service discipline. • Demonstrated experience leading multi-channel contact center operations and managing performance across