Customer Service Lead

Get AI-powered advice on this job and more exclusive features. Renegade Furniture is one of the fastest-growing, forward-thinking companies 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: Life insurance Paid time off 401K match Yearly personal financial planning session with Morgan Stanley Seniority level

Seniority level Mid-Senior level Employment type

Employment type Full-time Industries Furniture and Home Furnishings Manufacturing Referrals increase your chances of interviewing at Renegade Furniture Group by 2x Get notified about new Customer Service Lead jobs in

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