Customer Support Lead

Join Our Team as a Customer Support Lead at Enwild!

At Enwild, our mission is clear: Real People, Awesome Gear, Amazing Service. Based in Manheim, PA (Lancaster County) we’re a small online retailer specializing in high-quality gear and apparel for backpackers, campers and trail runners. We blend a relaxed, friendly work culture with operational precision and professional standards.

If you’re an experienced customer service professional who enjoys solving problems and helping teammates do good work, this could be a great fit. We’re looking for someone who brings sound judgment, clear communication and dependable follow-through to both everyday questions and more involved situations.

About the Role

The Customer Support Lead is a working leadership position. You’ll handle customer inquiries directly, take ownership of more involved cases and help our small customer support team stay organized, responsive and productive.

You’ll be the team’s go-to person when an issue needs research, a system behaves unexpectedly or a customer needs more help than a routine response can provide. You’ll also make daily work assignments, monitor response times and coach the quality of customer communication.

You’ll take ownership of customer concerns through resolution, working with colleagues and company leadership when needed to find the right path forward.

We’re a small team where people know one another, work across functions and regularly pitch in. This role suits someone who enjoys doing the work while helping others succeed.

What You’ll Do

Deliver Thoughtful Customer Service

• Handle customer inquiries across phone, email and other channels with accuracy, patience and a helpful, professional tone.
• Take ownership of complex cases, researching the details and coordinating with colleagues to find a practical resolution.
• Help customers navigate concerns, communicate decisions clearly and follow through until issues are resolved.

Keep Daily Work Moving

• Review ticket queues, assign shared tasks and adjust priorities as volume and deadlines change.
• Monitor response times, unresolved cases and marketplace service-level deadlines.
• Help the team maintain a productive pace while providing accurate answers and good customer service.
• Keep shared checklists and coverage needs visible, and communicate staffing needs to the person responsible for scheduling.

Support and Coach the Team

• Be a resource for uncommon situations, system questions and issues that don’t fit neatly into established procedures.
• Review customer communications for accuracy, clarity and tone, offering practical, timely feedback.
• Help onboard and train teammates on systems, procedures and customer communication.
• Help others build the judgment and confidence to work more independently.

Resolve Operational Issues

• Coordinate with the warehouse on order and shipping issues that affect customers.
• Handle more involved matters such as carrier claims, chargebacks, fraud reviews and Amazon A-to-Z claims.
• Research held orders, backorders, incomplete credits and order-import problems, resolving them or involving the right person.
• Keep deadlines, next steps and follow-up visible until issues are resolved.

Make Practical Improvements

• Identify recurring customer problems, confusing procedures and gaps in policy.
• Research issues and recommend workable improvements to leadership.
• Draft and suggest improvements to knowledge-base articles and canned responses.
• Use a small set of measures, such as response times, backlog and recurring issue types, to spot concerns and suggest changes.

What We’re Looking For

• Strong customer service experience, including cases that require independent research and problem-solving.
• Clear, natural writing and confident, professional phone communication.
• Sound judgment…