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Bose Corporation · 17 hours ago

Manager, Customer Support

US, MA - Framingham

Full-time

Onsite

Senior Level

$99K/yr - $131K/yr

7+ years exp

Bose Corporation is a leader in audio technology, known for its innovation and customer focus. They are seeking an experienced Manager of Customer Service to lead their customer service organization, ensuring exceptional experiences and driving service excellence across various customer touchpoints.

Consumer Electronics

H1B Sponsor Likely

Responsibilities

Lead and develop a team of Customer Service and Technical Support professionals to deliver best-in-class service and support

Establish performance standards and KPIs to measure and improve service levels, response times, and customer satisfaction (CSAT, NPS, CES, etc.)

Design and implement scalable processes that enhance efficiency and consistency across all customer interactions—phone, email, chat, and digital self-service platforms

Collaborate cross-functionally with Operations, Sales, and Product/Service teams to resolve escalations and drive continuous improvement in the customer experience

Leverage data and analytics to identify trends, root causes, and opportunities for improvement in service delivery

Champion customer advocacy, using feedback to influence business decisions and enhance the overall customer journey

Oversee training and quality programs to ensure the team maintains deep product knowledge and strong communication skills

Manage technology tools (CRM, ticketing systems, dashboards) to optimize team performance and reporting

Drive a culture of accountability, empathy, and operational excellence within the customer service organization

Qualification

Customer service leadershipCRM/ticketing systemsAnalytical skillsOrganizational skillsCommunication skills

Required

Bachelor's degree in Business, Communications, or related field preferred

7+ years of progressive customer service leadership experience

Proven success improving customer satisfaction and operational metrics

Strong analytical, organizational, and communication skills

Experience with CRM/ticketing systems (e.g., Salesforce, Zendesk, Hubspot)

Demonstrated ability to manage change, scale operations, and build cohesive, motivated teams

Benefits

Bonus programs

Comprehensive health and welfare benefits

A 401(k) plan

Exclusive perks designed to support your wellbeing

A generous employee discount

Company

Bose Corporation

Glassdoor3.8

Bose Corporation is a privately held company that designs and manufactures audio equipment.

Founded in 1964

Framingham, Massachusetts, USA

5001-10000 employees

https://www.bose.com/en_us/index.html

H1B Sponsorship

Bose Corporation has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (29)

2024 (38)

2023 (35)

2022 (46)

2021 (38)

2020 (68)