Renegade Furniture Group · 2 days ago
Customer Service Lead - Escalations Supervisor
Miami, FL
Full-time
Onsite
Mid, Senior Level
$53K/yr - $65K/yr
3+ years expRenegade Furniture Group is a rapidly growing company in the online furniture retail space, dedicated to providing high-quality furniture and exceptional customer experiences. They are seeking a Customer Service Lead to manage a team of support agents, resolve escalated issues, and enhance team performance in a fast-paced e-commerce environment.
FurnitureRetail
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
Qualification
Required
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
Strong computer and technical proficiency
Excellent written and verbal communication skills
Exceptional organizational skills
Collaborative, team-oriented mindset
Calm and resourceful under pressure
A strong work ethic, high reliability, and a genuine desire to help people
Preferred
Experience in the furniture or home goods industry is a plus
Benefits
Health, dental, vision insurance
Life insurance
Paid time off
401K match
Yearly personal financial planning session with Morgan Stanley
Furniture discounts
Stocked pantry
Company
Renegade Furniture Group
Renegade Furniture Group is an online furniture retailer company.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
A
Ari Greenwald
Chief Executive Officer
Company data provided by crunchbase