Manager, Customer Service

Description

About Lovesac: 
We are a young-at-heart, fast-growing furniture company, dedicated to helping people fill their homes with Total Comfort™. We do this by designing and innovating furniture solutions that are adaptable, washable, expandable, and delivered-right-to-your-door-able, allowing our customers to live the life they want to live.  

Our Designed for Life mission started with Sacs, a seat so much better than your classic beanbag made with repurposed Durafoam and designed to reduce environmental impact while providing unimaginable, cloud-like comfort. From there, we expanded the possibility for sustainable furniture with Sactionals, a customizable modular sectional that can be endlessly rearranged to evolve with you. Our product line has grown a lot since our Sacs days, but our goal will always remain the same – to create truly adaptable, comfortable furniture that can be with you for life. 

About our Culture: 

At Lovesac, we strive to be an employer of choice by embodying a culture that encourages team members to think and dream big. We call this Top Ambition. We aim to not only excel within our industry, but also make a meaningful impact on the world. Above all else, we’re driven by love (because it matters) and are dedicated to promoting love and happiness in all aspects of our work. It’s about success, of course, but it’s also about making a positive impact on everyone our business touches.   

About the Role: 
The Manager, Customer Service will be responsible for overseeing the performance and effectiveness of our Customer Experience Associate team while ensuring the achievement of sales targets across the omni channel organization. This leadership role requires an experienced professional with a proven track record in managing service delivery, leading cross-functional teams, and driving sales performance. You will play a key role in aligning service delivery with our sales objectives, fostering a culture of excellence, and leading initiatives that enhance customer satisfaction and revenue growth.

What You’ll Do: 

• Lead and manage the Customer Experience team, ensuring operational efficiency, quality service delivery, and continuous improvement.
• Implement strategic plans for service operations that align with company goals and customer expectations.
• Schedule strategically to meet inbound demand to meet and exceed service level goals 
• Drive KPIs and performance metrics to measure the effectiveness of service teams, driving accountability and continuous improvement.
• Foster a collaborative and customer-centric culture across service departments, ensuring high levels of employee engagement and retention.
• Coach and develop the service team to foster a culture of growth and continued learning 
• Collaborate with sales teams to ensure service operations effectively support sales objectives and drive revenue growth.
• Execute strategies that align service offerings with sales goals, creating seamless customer experiences from acquisition to post-sales support.
• Action on recommendations from leadership based on analysis of sales performance data to identify trends, opportunities, and areas for improvement.
• Partner with sales leaders to implement sales enablement initiatives, ensuring teams are equipped with the necessary resources and tools to meet and exceed targets.
• Support cross-functional initiatives that improve alignment between sales and service departments, enhancing customer satisfaction and operational efficiency.
• Contribute to the development and execution of the company's overall business strategy, ensuring service operations and sales activities align with long-term objectives.
• Contribute to the development and execution of the customer experience strategic scheduling plan.
• Identify and evaluate new service opportunities that drive additional revenue streams and enhance the overall customer experience.
• Contribute to change management efforts to ensure smooth transitions during process improvements, technology implementations, and organizational restructuring.
• Ensure compliance with industry regulations and company policies, maintaining high standards of quality and integrity across service departments.
• Maintain a calm demeanor and manage issues professionally and respectfully in accordance with our company standards.
• Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on Lovesac values and organizational requirements.
• Completes written performance reviews and oversees ongoing coaching and development for all direct reports. 
• Act with integrity and trust, modeling behavior that respects our employees, peers and customers in accordance with the core values of our company.      
• Perform any other duties as requested by management.             

Our Lovesac Values:   

• Core Values: Top Ambition, Willing to Sweep Floors, Grit,  
• Table-Stake Values: Positive, Passionate, Collaborative, Flexible, Self-Starting, Self-Aware, Candid, Empathetic, Inclusive, Insatiable Learners 

Our Lovesac Core Competencies:   

• Builds Customer Centricity 
• Drives Remark-able Results 
• Collaborates Effectively 
• Makes Good Decisions 
• Demonstrates Self-Awareness 

Qualifications

Requirements: 

• Bachelor's degree in business administration, Management, or a related field preferred.
• 3+ years of experience in a leadership role overseeing service operations and/or sales functions, with a proven track record of success.
• Strong leadership and management skills, with experience leading large, cross-functional teams.
• Exceptional analytical skills, with the ability to leverage data to drive decision-making and performance improvement.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels.
• Experience in budgeting, financial management, and strategic planning.
• Proficiency in CRM systems, sales platforms, and service management software.
• Proven ability to implement process improvements and change management initiatives.
• Advanced knowledge of customer service best practices and sales operations strategies.
• Must be able to travel, as required by the Company in its sole discretion, to local stores, third-party vendors and occasional meetings including our annual company event using various forms of transportation. 
• Demonstrate excellent judgment, integrity, and trustworthiness in managing financial transactions, handling sensitive business and customer data, customer privacy and ensuring the comfort and safety of persons and property. Effective communication skills and ability to manage conflict in a  reasonable, nonconfrontational manner. 
• Must be able to move objects (including medium to large furniture items up to 75 pounds) from a lower to a higher position or horizontally from position-to-position or be able to assemble furniture while working on the selling floor.  This position routinely requires the following actions; bending, twisting, kneeling, reaching, standing, stooping, walking, crawling, climbing. 

Our Benefits: 

• Paid Time Off & Holiday Pay 
• Sales Incentive Program 
• Inaugural Grant Equity Award 
• 401K Matching Contribution 
• Paid Parental Leave 
• Medical, Dental, Vision Benefit Plans 
• Health Savings and Flexible Spending Accounts 
• Life/AD&D, Short Term and Long-Term Disability 
• Critical Illness and Accident Insurance 
• Employee Assistance Program 
• Financial Wellness Tools 
• Associate Discounts 
• Pet Insurance 

Associates will be eligible to receive up to 125 hours of paid time off within our fiscal calendar year. They will be paid 1 1/2 times their regular rate for any hours worked over 40 hours in a work week. In addition, they will be eligible to receive 8 paid company recognized holidays and will be paid 1 1/2 times their regular rate for any hours worked on these holidays. Eligibility and terms for all benefits listed are as outlined in Lovesac’s policy and plan documents. 

Associate pay will vary based on factors such as location, qualifications, experience, skill level and competencies. 

Lovesac's is an Equal Opportunity Employer and considers all applicants for employment without regard to race, color, religious creed, ancestry, national origin, ethnicity, religion, sex, sexual orientation, gender (including gender-related identity, gender nonconformity, or status as a transgender or transsexual individual),, pregnancy, age, national origin, marital status, physical or mental disability, military status, genetic information or any other characteristic protected by applicable law. 

Lovesac's is committed to the principles of equal employment opportunity and providing reasonable accommodations to candidates with disabilities. If you need an accommodation during the application process, please reach out to us at: TalentAcquisition@lovesac.com.  

Visit www.lovesac/careers.com to learn more about careers at Lovesac or stop in your local store https://www.lovesac.com/showroomlocator! 

Non-New York City Applicants Only: To the extent permitted by law, conditional offers of employment will be contingent upon successful completion of a background check, including but not limited to education verification, employment history verification, reference checks, criminal history and motor vehicle history (if vehicle required). All qualified applicants with criminal histories will be considered in accordance with applicable local, state, and federal law.