Bob's Discount Furniture

Compensation

Full Description

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! Our Culture & Core Values At Bob’s, we believe in fostering a positive, inclusive, and skill-driven work environment. Our core values—Honesty, Integrity, Transparency, Community, Safety, Diversity, Accountability, and Fun—guide everything we do. We’re not just a workplace; we’re a team that supports and celebrates each other! Minimum Qualifications Minimum of 3 years of experience in a customer support, customer care, or contact center role Minimum of 1 year of people leadership experience, preferably supervising front-line contact center staff High School Diploma or equivalent required Proven ability to: Prioritize work, meet deadlines, and manage changing priorities in a fast-paced environment Make sound decisions within and outside of established policies, especially when handling customer issues and escalations Coach, develop, and motivate team members at different performance levels Effectively document performance, including coaching notes, evaluations, and progressive discipline Strong verbal and written communication skills, with the ability to clearly convey expectations and feedback Comprehensive knowledge of Microsoft Office, including working proficiency in Excel Physical Demands Frequently required to sit for extended periods while working at a computer and using a headset/phone Regularly uses hands and fingers to type, operate a keyboard, mouse, and other office equipment Frequently communicates with customers and team members; must be able to exchange accurate information in these situations May need to move about the office/contact center to support team members and attend meetings Occasionally may be required to lift or move items up to 25 pounds (e.g., office supplies, equipment) Ability to work a flexible schedule, which may include evenings, weekends, and holidays, based on business needs Diversity is a Core Value at Bob’s At Bob’s Discount Furniture, we want you to feel at home. Whether you’re shopping with us or a part of the Bob’s team, we want you to know that you are valued, appreciated, and free to be who you are. We are committed to creating a place as diverse as the communities we serve. It is the policy of Bob’s Discount Furniture, Inc., to provide equal employment opportunity to all employees and applicants for employment. No person shall be discriminated against or harassed because of race, religion, color, sex, age, national origin, disability, pregnancy, citizenship, veteran or military status, or any other protected status in accordance with federal, state or local law. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact talentacquisitionteam@mybobs.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. Expected Base Pay Not Including Potential Commissions, Incentive, Bonus, etc. Opportunities: $43,000 - $55,000 It is policy of Bob’s Discount Furniture, Inc., to provide equal employment opportunity to all employees and applicants for employment. No person shall be discriminated against or harassed because of race, religion, color, sex, age, national origin, disability, pregnancy, citizenship, veteran or military status, or any other protected status in accordance with federal, state or local law. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact talentacquistionteam@mybobs.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. Bob's Discount Furniture is an everyday value-priced furniture and bedding retailer expanding rapidly across the nation in the Northeast, Mid-Atlantic, Midwest and West Coast regions. No matter what you spend – whether $20 or $20,000, one standard applies to everyone. The company was founded in 1991 on the principle of providing unsurpassed values in the middle price range. Honesty and integrity are the hallmarks of the "Bob's Way" of doing business - a philosophy that applies to customer, co-worker, vendor and community relations. Bob’s truly values the contributions of every associate; therefore, along with opportunities for career growth we offer training, competitive compensation, outstanding benefits and a professional, fun, fast paced work environment. Our continued success has created exciting opportunities for our associates to enjoy truly rewarding careers. Our mission is to make quality and appealing furniture attainable for everyone and to bring integrity, transparency, and a little FUN to the furniture business. At Bob’s Discount Furniture, we have fun, we love what we do, and it shows in our expansive growth!