Customer Service Lead

Goodwill is one of the leading non-profit brands in the world and one of the largest non-profits in Southern California. We are a rapidly evolving organization and yet we have never been more focused on our Mission, on our people, and on our future. It’s always a GOOD day in SoCal! The Customer Service Lead assists the eCommerce Assistant Manager in the efficient operation of Goodwill's customer service and marketplace account activities by providing day-to-day operational oversight of Customer Service Associates.

This role ensures established goals related to customer satisfaction, marketplace performance, seller standards, response times, and service quality are achieved through consistent execution of customer service processes, marketplace requirements, and adherence to Goodwill Southern California policies and values. What you'll do:
Customer Service & Marketplace Support Maintain working knowledge of customer service workflows and marketplace policies across assigned eCommerce sales channels. Respond to customer inquiries, order issues, and marketplace messages in a timely, professional, and solution-oriented manner. Resolve customer concerns related to orders, shipments, returns, refunds, and marketplace disputes, escalating complex issues as appropriate. Perform seller-side functions of assigned eCommerce marketplaces in accordance with marketplace standards, policies, and service-level requirements.

Team Leadership & Performance Management Provide day-to-day operational oversight of Customer Service Associates to ensure work is completed accurately, professionally, and within established response time standards. Assign work, monitor workflow, and follow up to ensure customer service expectations and marketplace performance goals are met. Observe Associate performance and provide real-time coaching and guidance to support service quality and operational effectiveness.

Communicate performance observations, attendance concerns, customer trends, and operational issues to the Assistant Manager as appropriate. Customer Experience & Continuous Improvement Review customer feedback, marketplace metrics, and service trends to identify opportunities for continuous improvement. Conduct quality reviews of customer communications and provide coaching to improve consistency, professionalism, and customer satisfaction. Partner with Operations, Production, and Marketplace teams to resolve order issues and improve the overall customer experience.

Prepare routine summaries of customer service performance, marketplace trends, and recurring issues for leadership review. Training & Process Support Support the onboarding and training of Customer Service Associates on customer service standards, marketplace policies, systems, and standard operating procedures. Reinforce adherence to established processes and identify opportunities to improve documentation, training materials, and workflow efficiency. Support implementation of process updates and new marketplace requirements.

Marketplace Compliance & Systems Monitor marketplace response times, seller metrics, and fulfillment standards to ensure compliance with platform requirements. Process return requests, refunds, shipment claims, and marketplace cases in accordance with company and marketplace policies. Utilize customer service, marketplace, and order management systems to accurately document customer interactions and case resolutions. Safety, Compliance & Risk Awareness Promote a Safety-First culture by modeling safe work practices and reinforcing established safety procedures.

Maintain a clean, organized, and professional work environment. Protect confidential customer and business information by following company policies and data security procedures. Comply with all company policies, marketplace requirements, and applicable regulatory guidelines.

What you bring:

1 year of supervisory experience. 1 year of e-commerce experience. High school diploma or general education degree (GED) preferred. Shift flexibility and overtime when needed. Ability to handle confidential information. Ability to work with minimal supervision. Must have basic experience…