Customer Service Lead - Escalations Supervisor

Renegade Furniture is one of the fastest-growing, forward-thinking companies 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.

As our 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.

• 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

• Strong computer and technical proficiency
• Excellent written and verbal communication skills
• Exceptional organizational skills
• Collaborative, team-oriented mindset
• Calm and resourceful under pressure

• 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

• Life insurance
• Paid time off
• 401K match
• Yearly personal financial planning session with Morgan Stanley

$53,000.00 - $65,000.00 per year, commensurate with experience