Customer Support Lead

Responsibilities

• Handle inbound customer phone calls via Ring Central
• Respond to customer inquiries across email, Zendesk, SMS, Meta, Walmart Customer Messaging, and other messaging channels
• De-escalate frustrated customers and provide clear, professional resolutions
• Follow up with customers on delayed, unresolved, or sensitive issues
• Maintain strong communication across all customer-facing channels
• Ensure customers receive accurate updates regarding orders, shipping, refunds, returns, and product concerns
• Oversee the current customer service team’s daily support flow
• Review escalated cases and help determine the proper resolution
• Approve or deny refunds, replacements, credits, or exceptions based on company policy
• Ensure the customer service team is following internal policies and procedures
• Identify mistakes, inconsistencies, or gaps in customer communication
• Guide the team on how to handle difficult or unusual cases
• Help keep ticket queues clean, organized, and up to date
• Investigate customer chargebacks and gather supporting evidence
• Review fraud indicators before high-risk orders are shipped
• Help confirm customer identity or order legitimacy when needed
• Monitor suspicious orders or potential false information
• Assist with UPS, USPS, and carrier investigations when packages are missing, misdelivered, or delayed
• Help document findings and next steps for disputes, claims, or internal review
• Assist with Google Review responses and customer follow-up
• Help encourage satisfied customers to share positive experiences
• Ensure public-facing responses are professional, accurate, and aligned with the company’s tone
• Protect the customer experience while also protecting the company from unnecessary losses or policy exceptions

• Strong written and verbal communication skills
• Comfortably handle phone, email, and messaging support simultaneously
• Highly organized and detail-oriented
• Able to take ownership and follow through without reminders
• Comfortable switching between multiple tools and platforms
  
  Reliable and consistent with response times
• Customer support, customer success, or customer operations experience (preferred)
• Experience with Zendesk, Ring Central, Shopify, Klaviyo, or similar tools (preferred)
• E-commerce or retail experience (preferred)
• Experience handling chargebacks, fraud review, shipping claims, or order investigations (preferred)
• Familiarity with sports cards, collectibles, or hobby retail (preferred)