Customer Service Lead

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
  
  
  

Position Overview

We are seeking a sharp, energetic, and solutions-driven leader to oversee a small team of Customer Service Associates. This role is responsible for mastering all aspects of customer service across multiple e-commerce marketplaces and wholesale channels, ensuring a consistent, high-quality customer experience across all touchpoints.

The ideal candidate will serve as both a hands-on leader and a subject matter expert, with deep knowledge of product components across our furniture lines. This individual will develop clear guidelines, standards, and processes that elevate team performance and support both direct-to-consumer and wholesale partner relationships.

We’re building a team of driven, high-performing professionals within a growing furniture company, and this role is key to shaping that foundation.

Supervisory Responsibilities

• Monitor and audit phone, email, chat, marketplace, and wholesale partner interactions to ensure quality, consistency, and adherence to company standards
• Train, coach, and develop Customer Service Representatives across performance metrics, product knowledge, and communication skills for both e-commerce and wholesale support
• Provide regular feedback and insights to leadership on team performance, customer trends, and wholesale partner feedback
• Conduct performance evaluations and support recruiting, interviewing, and onboarding of new team members
• Develop and maintain customer service policies, SOPs, and best practices across all sales channels
• Oversee team productivity, accuracy, and overall quality of work
• Make customer-focused decisions that align with company goals, brand standards, and wholesale partner expectations
  
  
  

Customer Service Responsibilities

• Provide direct support to customers and wholesale partners across e-commerce platforms, email, chat, and phone
• Act as escalation point for complex or sensitive customer and wholesale account issues
• Manage returns, replacement parts, damage claims, and general inquiries for both individual customers and wholesale accounts
• Accurately process customer and partner requests, resolving issues in a timely and professional manner
• Research and coordinate replacement parts and order resolutions across all channels
• Track order status and communicate updates clearly to customers and wholesale partners
• Handle complaints with professionalism, offering effective solutions and alternatives
• File and manage damage claims with carriers
• Perform additional duties as needed to support customer satisfaction and operational efficiency
  
  
  

Qualifications

• 2 years of leadership or supervisory experience preferred
• 3 years of customer service experience, ideally within e-commerce and/or wholesale environments
• Strong understanding of online marketplaces and wholesale account management
• Experience with customer service platforms such as eDesk or Zendesk
• Proficient in Microsoft Office and general business systems
• Strong organizational and email management skills
• Detail-oriented with a focus on accuracy and quality
• Excellent verbal and written communication skills