Customer Support Supervisor

The Customer Support Supervisor plays a key role in leading a team of Customer Care Representatives who support our customers with questions related to furniture purchases, deliveries, and warranty claims. In this role, you will provide day-to-day leadership, coaching, and direction to your team while modeling Bob’s standards for customer experience, loss prevention, and compliance with company policies and applicable regulations.

You will monitor team performance, provide real-time feedback, and ensure that service levels and customer satisfaction targets are consistently met. You’ll collaborate closely with other departments, store regions, and leaders to align on processes, resolve escalations, and support department projects and continuous improvement initiatives.

This is a full-time role in a fast-paced contact center/office environment that requires strong people leadership, sound judgment, and a passion for helping both internal and external customers.

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

Core Competencies & Expertise

• Customer Support & Service Excellence
  • Deep experience supporting customers in a contact center or customer care environment (phone, email, chat)
  • Ability to balance customer satisfaction, business needs, and policy guidelines when making decisions and resolving escalations
• People Leadership & Coaching
  • Experience leading front-line customer care teams, including side-by-side coaching, real-time feedback, and ongoing development conversations
  • Skilled in documenting performance, writing and delivering reviews, and administering progressive discipline when needed
• Performance Management & Quality Assurance
  • Ability to track and interpret individual and team performance metrics (e.g., productivity, quality scores, customer satisfaction)
  • Experience monitoring calls, scoring quality, and providing timely feedback to drive continuous improvement
• Operational & Process Discipline
  • Strong understanding of department policies, procedures, and company practices
  • Ability to contribute to project plans, implement new procedures, and ensure consistent application of standards across the team
• Collaboration & Communication
  • Proven ability to work cross-functionally with peers, managers, and other departments (including store regions) to resolve issues and support shared goals
  • Clear, professional verbal and written communication skills with both internal partners and customers
• Systems & Technology Proficiency
  • Comfortable navigating customer care technology and software tools (e.g., CRM/contact center platforms)
  • Proficient in Microsoft Office, with strong working knowledge of Excel for tracking, reporting, and analysis

Preferred Competencies & Skills

• Experience in a retail, furniture, logistics, or delivery-focused contact center environment
• Experience leading or supporting remote and/or hybrid customer care teams
• Demonstrated ability to support change management and process improvement initiatives
• Experience facilitating training sessions or supporting new-hire onboarding and upskilling
• Bilingual (e.g., Spanish/English) a plus

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!

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