Customer Service Lead Position Available In Miami-Dade, Florida

Customer Service Lead TOV Furniture – 3.9 Miami, FL Job Details Full-time $45,000 – $52,000 a year 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Parental leave Vision insurance 401(k) matching Employee discount Life insurance Referral program Retirement plan Qualifications Customer service Mid-level E-commerce Organizational skills Computer skills Leadership 2 years Communication skills

Full Job Description 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:

$45,000.00 – $52,000.00 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

Schedule:

8 hour shift

Work Location:

In person