Senior Executive - Customer Support

As a Sr. Executive - Customer Support at Wooden Street, you will play a vital role in defining and implementing a long-term strategic roadmap to deliver a world-class white glove managed service experience to our valued clients. Your primary responsibilities will include overseeing and managing a team that handles Managed Services tasks through email, phone, and chat channels, ensuring exceptional service delivery based on client tiering. You will collaborate with support consultants to mentor and train team members, enhancing their understanding of company functionality and underlying processes. Additionally, it will be your responsibility to uphold all Service Level Agreements (SLAs) and address customer concerns promptly through a ticketing system. In this role, you will be expected to provide after-hours and on-call support when necessary, demonstrating a commitment to customer satisfaction. Moreover, you will be responsible for managing day-to-day processes within the team, offering regular feedback, conducting performance reviews, and identifying career development opportunities for staff members. This is a full-time position at Wooden Street, and the role may require working in rotational shifts to ensure seamless customer support coverage. Join us in our mission to be the go-to destination for quality and affordable furniture, where customer delight is at the core of everything we do.,