Customer Support Engineer Visa Sponsorship Jobs in Massachusetts
Massachusetts is a strong market for customer support engineers, driven by Boston's dense concentration of SaaS, biotech, and fintech companies. Employers like HubSpot, Drift, and Wayfair regularly hire for technical support roles. The Greater Boston area, including Cambridge and Waltham, is where most sponsorship opportunities are concentrated.
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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.
Customer Support Engineer Job Roles in Massachusetts
See all Customer Support Engineer Jobs in Massachusetts
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Search Customer Support Engineer Jobs in MassachusettsCustomer Support Engineer Jobs in Massachusetts: Frequently Asked Questions
Which companies sponsor visas for customer support engineers in Massachusetts?
Boston-area SaaS and technology companies are the most active sponsors. HubSpot, Wayfair, Rapid7, and Toast have histories of sponsoring H-1B visas for technical roles, including customer support engineers. Biotech and medtech firms such as Veeva Systems also hire for technical customer-facing positions. Companies with established immigration programs and dedicated HR teams are generally better positioned to support the sponsorship process.
Which visa types are most common for customer support engineer roles in Massachusetts?
The H-1B is the most common visa category for customer support engineers in Massachusetts, particularly when the role requires a bachelor's degree in computer science, engineering, or a related technical field. Candidates from Australia may pursue the E-3 visa as an alternative. Those already authorized through OPT or STEM OPT extensions from Massachusetts universities also represent a significant share of candidates employers encounter.
How to find customer support engineer visa sponsorship jobs in Massachusetts?
Migrate Mate lists customer support engineer roles in Massachusetts filtered specifically for visa sponsorship candidates, so you can search without sorting through jobs that won't support your work authorization. The platform focuses on employers who have sponsored technical roles before, which matters for customer support engineers whose sponsorship eligibility depends on how the role is scoped and whether the employer has an active immigration program.
Which cities in Massachusetts have the most customer support engineer sponsorship jobs?
Boston accounts for the largest share of sponsorship opportunities for customer support engineers in Massachusetts, followed by Cambridge, which hosts a high density of software and life sciences companies. Waltham and Burlington are secondary hubs along the Route 128 technology corridor, where established enterprise software firms maintain support teams. Remote-eligible roles posted by Massachusetts-headquartered companies can also originate from these cities.
Are there any Massachusetts-specific considerations for customer support engineers seeking visa sponsorship?
Massachusetts employers sponsoring H-1B workers must comply with Department of Labor prevailing wage requirements, which reflect the state's higher cost of labor relative to much of the country. Many sponsors are concentrated in Boston's innovation economy, meaning roles are often tied to product-led companies where technical support engineering requires genuine software or systems knowledge. MIT, Northeastern, and Boston University also supply a significant pipeline of international candidates who transition from OPT into sponsored roles.
What is the prevailing wage for sponsored customer support engineer jobs in Massachusetts?
U.S. employers sponsoring a visa must pay at least the prevailing wage, which is what workers in the same role, area, and experience level typically earn. The Department of Labor sets this rate to make sure companies aren't hiring foreign workers simply because they'd accept lower pay than a U.S. worker. It varies by job title, location, and experience. You can look up current prevailing wage rates for any occupation and location using the OFLC Wage Search page.