Customer Service Manager

The Customer Experience Manager owns Lori Beds end-to-end customer support operation. Because our products are technical, assembly-driven, and high-value, this role requires deep experience supporting complex consumer products where accuracy, troubleshooting skill, and confident guidance are essential. You will manage our CX agents, handle escalations, build and maintain all CX systems and processes, and ensure fast, precise support across email, chat, and phone. The role demands an operator who can diagnose technical issues, translate customer feedback into insights, and uphold a high standard of clarity and rigor in every customer interaction.

This is a foundational operations role as we scale into new product lines and higher support volume. The Customer Experience Manager will define our service quality, create scalable systems, and shape the overall customer experience for a high‑AOV, high‑expectation customer base.

Key Responsibilities

T...