Customer Service Agent-E-Commerce-Lead

The Lead E-Commerce Customer Service Agent plays a critical dual role in Goodwill South Florida’s E-Commerce operation. This position is responsible for providing hands‑on support to customers across multiple online platforms (eBay, Amazon, Shop Goodwill, Shopify) while also serving as the first point of contact for the Customer Service Agent team. The Lead acts as a team coach, escalation contact, and operational liaison between agents and the Director of E‑commerce.

The ideal candidate demonstrates leadership, initiative, and a strong understanding of E‑commerce customer experience best practices and platforms such as Upright Labs and Cash Monkey.

• Customer Service Duties (Hands-On Support)
• Respond to customer inquiries through phone, email, and marketplace messaging portals with professionalism, empathy, and accuracy.
• Manage complex customer cases involving returns, disputes, shipment issues, negative feedback, or multi-channel concerns, escalating as needed to the Director.
• Resolve product, order, and shipping issues by collaborating with fulfillment, warehouse, and listing teams.
• Review and manage return requests, refunds, and claims through Amazon A-to-Z, eBay Resolution Center, and other platform-specific systems.
• Identify customer trends and feedback issues, and recommend adjustments to listings or internal processes.
• Team Coordination and Leadership
• Provide day-to-day guidance and mentoring to the Customer Service Agent team to ensure performance consistency and adherence to SOPs.
• Monitor team workflows and provide real-time support or direction during high-volume periods.
• Support the onboarding and training of new team members, ensuring knowledge transfer regarding marketplaces, systems, and policies.
• Conduct periodic quality checks on team communications and provide feedback to support skill development and customer satisfaction.
• Maintain and update standard response templates, FAQs, and SOPs in collaboration with the Director, Administrative and Operational Support.
• Prepare weekly summaries or insights on customer service trends, team performance, and recurring issues for leadership review.
• Assist with scheduling coordination, shift coverage planning, and timekeeping accuracy for the team.
• Ensure team workspace remains clean, organized, and compliant with safety standards.
• Act as a liaison between the customer service team and other E‑commerce units (e.g., listing, shipping, returns).
• Assist with maintaining updated SOPs, FAQ resources, or customer response templates to promote consistency across support channels.
• Perform all other duties as assigned.

• High school diploma or equivalent required.
• Minimum of 2 years of E‑commerce customer service experience required.
• Prior team lead or supervisory experience in a customer-facing or support role strongly preferred.