Warranty Supervisor

The Warranty Supervisor oversees daily customer service operations and manages the warranty process from claim to resolution. This role ensures that every client interaction reflects our brand's commitment to luxury, care, and craftsmanship. The ideal candidate is a natural problem solver, a strong communicator, and a team leader who thrives in a high-touch, design-driven environment.

PRIMARY REPONSIBILITIES

• Lead, mentor, and support the customer service team to deliver a world-class experience across all communication channels (phone, email, chat, CRM).
• Ensure timely, professional, and brand-aligned responses to customer inquiries regarding orders, deliveries, and product care.
• Oversee daily service metrics (i.e., response time, satisfaction scores, order accuracy) and implement improvements as needed.
• Collaborate with Sales, Operations, and Design teams to ensure a seamless client journey from purchase to post-delivery.
• Manage the full warranty and after-sales service process, including product evaluations, replacements, and repairs.
• Work with suppliers, production, and logistics teams to assess and resolve warranty claims efficiently while maintaining brand integrity.
• Maintain accurate documentation, reporting, and analysis of warranty trends to identify root causes and drive quality improvements.
• Communicate clearly with customers regarding warranty coverage, timelines, and resolutions.
• Train and coach the customer service team on product knowledge, service standards, and escalation procedures.
• Develop and implement standard operating procedures (SOPs) for customer care and warranty handling.
• Identify opportunities to enhance customer satisfaction and operational efficiency.
• Support the rollout of new systems or tools that improve service quality and communication.

SKILLS AND REQUIRED EXPERIENCE

• Bachelor's degree in business, Communications, or related field or equivalent experience.
• 3–5+ years of experience in customer service or warranty management, ideally within a luxury goods, home furnishings, or design-oriented industry.
• 1–2 years of supervisory or team leadership experience.
• Strong understanding of customer relationship management (CRM) systems and service platforms.
• Exceptional bilingual (English/Spanish) written and verbal communication skills.
• High attention to detail with the ability to manage multiple priorities in a fast-paced environment.
• A customer-first mindset with empathy, professionalism, and problem-solving finesse.
• Passion for design, craftsmanship, and luxury products preferred.

Job Type: Full-time

Pay: From $30,000.00 per month

Work Location: In person