Customer Service Lead - Hybrid

Who We Are: Furniture For Life

We are a professional team of talented individuals committed to superior design, profound health, and lasting comfort. At Furniture For Life, we market and support luxury brands in the health and wellness space, specializing in premium products like sophisticated massage chairs.

We foster a dynamic culture that values individuality, collaboration, and continuous learning. Joining us means making a real contribution to our future success while advancing your own professional goals in a fun, supportive environment.

The Opportunity: Customer Service Lead

We are looking for a dynamic, results-driven professional to step into a leadership role as our Customer Service Lead. This critical position is the first point of escalation and the backbone of our technical support operations for our high-end, luxury products.

You will play a direct role in maintaining our model of excellence by ensuring every customer interaction reflects the premium quality of our brands.

Key Responsibilities & Leadership Expectations

• Case Management: Expertly accept, open, and resolve complex customer service cases received via email and phone, primarily focusing on technical and mechanical issues within the luxury product segment.
• Technician & Logistics Coordination: Efficiently manage all communication and scheduling for our network of contracted field technicians.
• Billing & Compliance: Complete technician invoicing within one business day of receipt, and meticulously process warranty and manufacturer billing according to defined schedules.
• Escalation Management: Serve as the first point of escalation for complex customer issues, demonstrating calm, creative, and optimal problem resolution.
• Team Development: Provide initial department-level training and mentorship for new team members, championing department best practices.
• Performance Driven: Consistently meet or exceed department Key Performance Indicators (KPIs) for resolution time and customer satisfaction.

Benefits & Perks

This is a full-time, non-exempt position that includes:

• Comprehensive Health Coverage: Medical, Vision, and Dental insurance.
• Financial Security: Life Insurance, Long-Term Disability (LTD), and Short-Term Disability (STD).
• Retirement: 401(k) Match program.
• Exclusive Discounts: Employee Purchase Program on our luxury products.
• Commission/Bonus Eligible: Commissions paid on service upgrades; Profit Share Bonus Program
• Dog Friendly Workplace: Bring your well mannered pup to work with you! 

What We're Looking For: The Ideal Candidate

• Experience: 3+ years of progressive customer service experience, ideally in a technical support, luxury retail, or mechanical product environment.
• A Strategic Mindset: The ability to professionally balance high-touch customer-oriented service with sound business practices to achieve optimal, timely outcomes.
• Exceptional Communication: Strong written and verbal skills, with the ability to clearly convey complex technical information to both customers and technicians.
• Leadership & Poise: Ability to stay calm and effective under pressure, manage competing priorities, and multitask across multiple open cases.
• Technical Proficiency: High school diploma or equivalent is required. Proficient in Google Suite and/or Microsoft Suite. Experience with Salesforce or similar CRM software is a significant plus.
• Creative Problem-Solver: A natural curiosity and commitment to finding solutions for unique and challenging technical issues.