Job Summary:

This position is responsible for leading a team of Virtual Sales Support Representatives, driving sales performance, and ensuring exceptional customer experiences. This role focuses on mentoring team members, setting goals, and actively contributing to sales efforts when needed. This position works closely with leadership and collaborates with Marketing and other stakeholders to execute sales strategies that align with company objectives.

Job Description:

KEY RESPONSIBILITIES (other duties as assigned):

• Lead, mentor, and develop a team of Virtual Sales Support Representatives, conducting regular performance reviews and coaching sessions.
• Provide operational leadership and accountability across sales support and customer experience functions to ensure efficient daily operations and service excellence.
• Oversee team performance, workflow management, and day-to-day operations while maintaining a strong leadership presence and culture of accountability.
• Partner cross-functionally with Sales, Marketing, Customer Experience, Retail and Training teams to support business initiatives and improve the customer experience.
• Manage customer follow-up quality, escalations, and performance expectations to ensure timely resolution and consistent service standards.
• Provide hands-on support during escalations, peak business periods and coverage gaps to maintain operational continuity and customer satisfaction.
• Identify and implement process improvements to enhance operational efficiency and overall team performance.
• Monitor key performance metrics, analyze sales trends, and use data-driven insights to improve team performance.
• Foster a positive, high-energy team culture through engagement activities and recognition programs.
• Uphold operational standards, implement best practices, and support training initiatives to enhance the virtual sales experience.

SCOPE & IMPACT:

This role directly contributes to the success of the Virtual Store, which generates $6 million in annual revenue, by driving sales, improving customer service, and maintaining high engagement levels. Through leadership and data-driven decision-making, the Supervisor helps increase revenue, optimize workflows, and enhance customer satisfaction.

MINIMUM REQUIREMENTS:

• Bachelor's Degree in business or related field with 2-4 years of relevant experience or equivalent.
• 2-4 years supervisory/leadership experience
• Strong attention to detail and organizational skills
• Proficiency in Microsoft Office products including Outlook, Excel and Word
• Ability to navigate through multiple web browsers, windows and systems
• Strong decision-making skills
• Previous supervisory experience with the ability to monitor, mentor and grow team skillset

PREFERRED REQUIREMENTS:

• Proficiency in Kustomer, Ujet Software and Assembled
• Excellent written and verbal communication skills
• Problem-solving skills
• Time Management skills
• Negotiations skills

SUPERVISORY RESPONSIBILITIES: up to 8 direct reports

PHYSICAL DEMANDS/WORK ENVIRONMENT:

Indicate any physical demands required to perform essential functions and/or work environments that the incumbent is subject to in performing the essential functions.

OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the incumbent for this job. Duties, responsibilities and activities may change at any time with or without notice.

Weekly Hours:

40

Base Compensation Range: $66,600 - $100,750

Benefits for Employees in the US:

Benefit offerings to employees and their families include: Medical, Vision, Dental and Basic Life Insurance, available 401k retirement plan with company match of up to 6%. Paid time off includes: 9-11 paid holidays each year, two weeks' prorated vacation as a new hire and either personal time (non-exempt only) or state mandated sick time.

More information can be found via: https://learn.bswift.com/la-z-boy

If this role requires travel / driving in order to perform the key responsibilities outlined above, candidates must be able to meet the qualifications noted in the company's Driver Management Program to be considered for the role.