What are the responsibilities and job description for the Customer Service Lead position at TOV Furniture?
About Us:
We are a fast-growing, forward-thinking company in the online furniture retail space. We’re passionate about delivering not only high-quality furniture but also top-tier customer experiences. We’re seeking a service-driven, motivated individual ready to lead and grow within a dynamic, evolving industry.
Position Overview:
As our Aftercare Customer Service Lead, you will play a critical role in delivering exceptional post-purchase support. You’ll lead a team of customer support agents responsible for resolving issues related to damages, claims, and service requests. This role is ideal for someone with strong leadership skills, a passion for customer satisfaction, and the drive to thrive in a fast-paced e-commerce environment.
Key Responsibilities:
- Lead and manage a team of customer support agents handling phone and email inquiries
- Take ownership of escalated calls and complex customer issues
- Monitor and improve team performance through regular coaching, call audits, and performance evaluations
- Coordinate order flow logistics, including repair scheduling and warehouse communications
- Facilitate regular check-ins with staff and hold weekly coordination calls with partner warehouses
- Collaborate with external partners, including warehouses and shipping carriers, to resolve order issues
- Step in to support day-to-day tasks when team members are on leave or positions are vacant
- Uphold and reinforce the company’s service standards to ensure customer satisfaction is consistently met or exceeded
Skills & Abilities:
- Strong computer and technical proficiency
- Excellent written and verbal communication skills
- Exceptional organizational skills
- Collaborative, team-oriented mindset
- Calm and resourceful under pressure
Qualifications:
- 3 years of customer service experience, preferably in e-commerce or retail
- 2 years of team leadership or managerial experience in a customer-facing role
- Experience in the furniture or home goods industry is a plus
- A strong work ethic, high reliability, and a genuine desire to help people
What We Offer:
- Health, dental, vision insurance
- Life insurance
- Paid time off
- 401K match
- Yearly personal financial planning session with Morgan Stanley
- Furniture discounts
- Stocked pantry
Job Type: Full-time
Pay: $53,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Referral program
- Retirement plan
- Vision insurance
Ability to Commute:
- Miami, FL 33138 (Required)
Work Location: In person
Salary : $53,000 - $65,000