Customer Support Lead; Onsite

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

The Customer Support Lead of Global Return Operations serves as a key operational resource for the RMA Customer Support team, supporting the day-to‑day execution of return‑related customer support activities. The selected candidate will help coordinate team priorities, provide guidance on complex and escalated requests, train and support team members, and ensure consistent execution of established return processes.

The Customer Support Lead will act as the first point of operational escalation for the team and work closely with the Customer Support Supervisor to identify process gaps, improve documentation, strengthen team knowledge, and maintain a high level of service for internal and external customers.

Location: Onsite at our Scottsdale, AZ office

Reports to: Customer Support Supervisor, Global Return Operations

Direct Reports: None

• Coordinate day‑to‑day team priorities, balance workload across support queues, and help ensure urgent, aging, or stalled requests receive appropriate attention
• Serve as the first point of escalation for team questions, complex return requests, and non‑standard scenarios, providing guidance on RMA processes, warranty, product‑specific workflows, special instructions, and cross‑functional dependencies
• Train, coach, and support team members, including new hires, while reinforcing process expectations and helping build team knowledge, independence, and problem‑solving skills
• Act as a subject‑matter expert for standard and specialized return processes and support escalated or high‑touch requests requiring additional coordination, judgment, or attention to detail
• Maintain and improve process documentation, training materials, and reference guides while identifying recurring knowledge gaps, process pain points, and opportunities for improvement
• Perform targeted quality reviews and operational spot checks, communicate recurring trends or reminders, and partner with the Supervisor on corrective or improvement actions
• Collaborate with Customer Support, Logistics, Technical Support, Customer Success, and other cross‑functional teams to resolve return‑related issues and support consistent customer experiences
• Participate in testing and validation of new workflows, tools, documentation, and system or process changes

• 2+ years of experience in customer support, operations, returns, logistics, or a related field, with experience serving as a subject‑matter expert, trainer, mentor, or informal team leader preferred
• Strong understanding of case management, operational prioritization, and customer support workflows, with the ability to manage competing priorities in a fast‑paced environment
• Strong critical‑thinking and problem‑solving skills, including the ability to troubleshoot unfamiliar scenarios, connect information across processes, and recommend practical solutions
• Strong attention to detail, organization, and follow‑through with the ability to work independently and maintain consistent process execution
• Excellent verbal and written communication skills with the ability to coach and support team members with varying levels of experience
• Experience with Salesforce, MS Dynamics 365, or similar…