Manager, Customer Support

At Bose Corporation, we believe sound is the most powerful force on earth — and for over 60 years, we have been a company built on innovation, excellence, and independence. Privately owned, fiercely customer-focused, and driven by our values, we continue to lead industries and transform lives through sound.

Today, Bose Corporation is entering an exciting new era. Across multiple global Business Units and Global Functions, we are shaping the future of audio technology, automotive, luxury, and premium experiences. We invite you to join us in this transformation.

Job Description

Location: Framingham, MA

Reports To: Sr. Director, Luxury Operations

About the Role

We are seeking an experienced and strategic Manager of Customer Service to lead our customer service organization and ensure exceptional experiences at every customer touchpoint. This leader will drive service excellence, implement scalable processes, and develop a high-performing team that delivers customer experiences commensurate with our luxury audio brands.

Key Responsibilities

• Lead and develop a team of Customer Service and Technical Support professionals to deliver best-in-class service and support.
• Establish performance standards and KPIs to measure and improve service levels, response times, and customer satisfaction (CSAT, NPS, CES, etc.).
• Design and implement scalable processes that enhance efficiency and consistency across all customer interactions—phone, email, chat, and digital self-service platforms.
• Collaborate cross-functionally with Operations, Sales, and Product/Service teams to resolve escalations and drive continuous improvement in the customer experience.
• Leverage data and analytics to identify trends, root causes, and opportunities for improvement in service delivery.
• Champion customer advocacy , using feedback to influence business decisions and enhance the overall customer journey.
• Oversee training and quality programs to ensure the team maintains deep product knowledge and strong communication skills.
• Manage technology tools (CRM, ticketing systems, dashboards) to optimize team performance and reporting.
• Drive a culture of accountability, empathy, and operational excellence within the customer service organization.

Qualifications

• Bachelor’s degree in Business, Communications, or related field preferred.
• 7+ years of progressive customer service leadership experience.
• Proven success improving customer satisfaction and operational metrics.
• Strong analytical, organizational, and communication skills.
• Experience with CRM/ticketing systems (e.g., Salesforce, Zendesk, Hubspot).
• Demonstrated ability to manage change, scale operations, and build cohesive, motivated teams.

At Bose, you're inspired to be and do your best and are rewarded for your unique talents! Our compensation is thoughtfully tailored to your skills, experience, education, and location, and goes beyond base salary. The hiring range for this position in the primary work location of Framingham, Massachusetts is: $99,400-$131,100.The hiring range for other Bose work locations may vary. In addition to competitive base pay we offer rewards including bonus programs, comprehensive health and welfare benefits, a 401(k) plan, plus exclusive perks designed to support your wellbeing, and a generous employee discount where you can immerse yourself in our products and experiences. We are a proudly independent company—driven by purpose, guided by our values, and united by a belief in the power of sound. As the world leader in audio experiences, we’re creating what’s next—pushing boundaries and delivering transformative sound experiences for people everywhere. Join us and make your next career move a mic-drop. Let’s Make Waves.

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Bose is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. The EEOC’s “Know Your Rights: Workplace discrimination is illegal” Poster is available here: Bose is committed to providing reasonable accommodations to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected]. Please include "Application Accommodation Request" in the subject of the email.

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Our goal is to create an atmosphere where every candidate feels supported and empowered in the interviewing process. Diversity and inclusion are integral to our success, and we believe that providing reasonable accommodation is not only a legal obligation but also a fundamental aspect of our commitment to being an employer of choice. We recognize that individuals may have different needs and requirements based on their abilities, and we provide reasonable accommodations to ensure ideal conditions are met during the application process.