Senior Level Customer Support Jobs
Senior level customer support jobs put experienced professionals in charge of service strategy, team performance, and the operational decisions that define customer outcomes. Openings are concentrated in Technology & Software, Retail, and Manufacturing, with 50% remote or hybrid availability, and employers like Bob's Discount Furniture, Gemini, and Anyscale hiring at this level now.
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Showing 5 of 9+ Senior Level Customer Support jobs
Job Overview
The Customer Support Senior Manager (Operations) leads multiple contact center operations across voice, SMS, chat, email, and other customer support channels. This leader is accountable for performance management across internal teams and third-party partners across multiple sites and remote environments. The role uses data and Voice of Customer insights to identify root causes, improve productivity and service performance, and drive cross-functional initiatives. This leader also helps foster a positive, empowering work environment focused on team engagement and an exceptional customer experience.
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
To excel in this role, you will need to demonstrate strengths in the following skill areas:
Core Competencies & Expertise
- Contact Center Operations Leadership: Lead multi-channel customer support operations and deliver against key performance indicators, including NPS, First Contact Resolution (FCR), and Average Handle Time (AHT).
- Data Analysis & Root-Cause Problem Solving: Analyze operational and customer contact data to identify trends and root causes, develop improvement strategies, and implement actions that reduce recurring issues.
- Performance Management: Establish clear expectations, manage scorecards, and use consistent KPI reviews and communications to improve performance and productivity across internal and third-party teams.
- Vendor & Partner Management: Build strong partnerships with third-party vendors and internal business partners, emphasizing accountability, collaboration, performance, and shared customer outcomes.
- Leadership & Team Development: Lead experienced professionals and/or subordinate managers, provide coaching and mentorship, manage staffing and compliance, and promote a highly engaged, empowering team culture.
- Strategic & Cross-Functional Leadership: Drive projects and initiatives that impact multiple areas of the organization and serve as a trusted subject matter expert on Customer Support best practices.
Preferred Competencies & Skills:
- Omnichannel Customer Support: Experience supporting voice, chat, SMS, email, and other digital customer service channels.
- Customer Experience & Digital Tools: Experience with digital customer experience, SaaS environments, or modern customer support technologies is highly valued.
- Customer Support Platforms: Experience with Medallia, Zendesk, Calabrio, and Cisco is a plus.
- Voice of Customer: Ability to translate customer contact and VOC data into actionable insights and recommendations.
- Execution & Agility: Self-motivated, detail-oriented, and able to prioritize, meet deadlines, and manage changing priorities in a fast-paced environment.
- Customer Focus: Strong commitment to creating a world-class, engaging customer experience while balancing operational performance and team needs.
Key Responsibilities:
- Analyze data to identify root causes, recommend and implement improvements, and reduce recurring customer support issues.
- Partner with internal teams and third-party business partners to provide insights from contact data and Voice of Customer (VOC) information.
- Define and manage reporting needs to provide clear performance visibility across voice, chat, SMS, email, and other channels.
- Communicate performance expectations across multi-site and remote operations and maintain effective performance scorecards.
- Drive day-to-day performance through consistent KPI reviews, coaching, communication, and follow-through.
- Lead assigned Customer Support operations and deliver against key performance indicators, including NPS, FCR, and AHT.
- Manage activities across multiple disciplines and oversee experienced professionals and/or subordinate managers and teams.
- Serve as a subject matter expert on Customer Support best practices and contribute strategic guidance to cross-functional teams.
- Manage staffing needs, support compliance expectations, and provide backup leadership support across Customer Support functions as needed.
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 8 years of experience in Customer Support or a related customer service discipline.
- Demonstrated experience leading multi-channel contact center operations and managing performance across internal and/or third-party teams.
- Experience using operational data and KPIs to identify issues, drive improvements, and communicate performance.
- Strong leadership, coaching, communication, organizational, and cross-functional partnership skills.
- Bachelor's degree in business management, technology, marketing, or a related field.
Physical Demands
Physical demands and specific work-environment requirements were not provided in the source job description and should be confirmed before posting.
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 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:
$100,000 - $125,000
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 talentacquisitionteam@mybobs.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
Job Overview
The Customer Support Senior Manager (Operations) leads multiple contact center operations across voice, SMS, chat, email, and other customer support channels. This leader is accountable for performance management across internal teams and third-party partners across multiple sites and remote environments. The role uses data and Voice of Customer insights to identify root causes, improve productivity and service performance, and drive cross-functional initiatives. This leader also helps foster a positive, empowering work environment focused on team engagement and an exceptional customer experience.
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
To excel in this role, you will need to demonstrate strengths in the following skill areas:
Core Competencies & Expertise
- Contact Center Operations Leadership: Lead multi-channel customer support operations and deliver against key performance indicators, including NPS, First Contact Resolution (FCR), and Average Handle Time (AHT).
- Data Analysis & Root-Cause Problem Solving: Analyze operational and customer contact data to identify trends and root causes, develop improvement strategies, and implement actions that reduce recurring issues.
- Performance Management: Establish clear expectations, manage scorecards, and use consistent KPI reviews and communications to improve performance and productivity across internal and third-party teams.
- Vendor & Partner Management: Build strong partnerships with third-party vendors and internal business partners, emphasizing accountability, collaboration, performance, and shared customer outcomes.
- Leadership & Team Development: Lead experienced professionals and/or subordinate managers, provide coaching and mentorship, manage staffing and compliance, and promote a highly engaged, empowering team culture.
- Strategic & Cross-Functional Leadership: Drive projects and initiatives that impact multiple areas of the organization and serve as a trusted subject matter expert on Customer Support best practices.
Preferred Competencies & Skills:
- Omnichannel Customer Support: Experience supporting voice, chat, SMS, email, and other digital customer service channels.
- Customer Experience & Digital Tools: Experience with digital customer experience, SaaS environments, or modern customer support technologies is highly valued.
- Customer Support Platforms: Experience with Medallia, Zendesk, Calabrio, and Cisco is a plus.
- Voice of Customer: Ability to translate customer contact and VOC data into actionable insights and recommendations.
- Execution & Agility: Self-motivated, detail-oriented, and able to prioritize, meet deadlines, and manage changing priorities in a fast-paced environment.
- Customer Focus: Strong commitment to creating a world-class, engaging customer experience while balancing operational performance and team needs.
Key Responsibilities:
- Analyze data to identify root causes, recommend and implement improvements, and reduce recurring customer support issues.
- Partner with internal teams and third-party business partners to provide insights from contact data and Voice of Customer (VOC) information.
- Define and manage reporting needs to provide clear performance visibility across voice, chat, SMS, email, and other channels.
- Communicate performance expectations across multi-site and remote operations and maintain effective performance scorecards.
- Drive day-to-day performance through consistent KPI reviews, coaching, communication, and follow-through.
- Lead assigned Customer Support operations and deliver against key performance indicators, including NPS, FCR, and AHT.
- Manage activities across multiple disciplines and oversee experienced professionals and/or subordinate managers and teams.
- Serve as a subject matter expert on Customer Support best practices and contribute strategic guidance to cross-functional teams.
- Manage staffing needs, support compliance expectations, and provide backup leadership support across Customer Support functions as needed.
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 8 years of experience in Customer Support or a related customer service discipline.
- Demonstrated experience leading multi-channel contact center operations and managing performance across internal and/or third-party teams.
- Experience using operational data and KPIs to identify issues, drive improvements, and communicate performance.
- Strong leadership, coaching, communication, organizational, and cross-functional partnership skills.
- Bachelor's degree in business management, technology, marketing, or a related field.
Physical Demands
Physical demands and specific work-environment requirements were not provided in the source job description and should be confirmed before posting.
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 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:
$100,000 - $125,000
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 talentacquisitionteam@mybobs.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
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Find JobsSenior Level Customer Support Job Market
Who's Hiring
Top Industries Hiring
- Technology & Software
- Retail
- Manufacturing
- Investment & Asset Management
- Consulting & Professional Services
Senior Level Customer Support Jobs: Frequently Asked Questions
How do I get a senior level customer support job?
Employers at this level look for candidates who have owned customer experience programs end to end, led or mentored support teams, and can demonstrate measurable outcomes like reduced escalation rates or improved satisfaction scores. Highlight experience with workforce management tools, cross-functional collaboration, and any process improvements you drove. A history of handling complex escalations and shaping team practices gives candidates a clear edge.
Which companies hire senior level customer supports?
Companies hiring senior level customer supports right now include Bob's Discount Furniture, Gemini, and Anyscale, based on current listings on Migrate Mate as of September 2026. Hiring at this level tends to concentrate among organizations that operate large support functions, manage high customer volumes, or are scaling service operations across multiple channels or regions.
Are there remote senior level customer support jobs?
Yes, remote and hybrid options are a meaningful part of the market at this level. About 50% of senior level customer support openings are remote or hybrid as of September 2026, reflecting the operational reality that experienced support leaders can manage teams, coach staff, and oversee quality programs effectively without being on-site every day.
What makes a customer support role senior level?
Senior level customer support roles are defined by scope and ownership. Rather than resolving individual cases, senior professionals own team performance, set quality standards, design escalation frameworks, and mentor junior staff. They drive process improvements, collaborate with product and operations teams, and are accountable for departmental metrics. Deep expertise in support platforms, workforce planning, and stakeholder communication is expected.
Which industries hire the most senior level customer supports?
Senior level customer support roles concentrate in Technology & Software, Retail, and Manufacturing, based on current listings on Migrate Mate as of September 2026. These sectors tend to operate at scale with complex products or regulated services, which creates demand for experienced professionals who can build and sustain high-performing support organizations rather than simply fill individual contributor roles.