Customer Support Lead (Onsite)

📋 Description

• Coordinate day-to-day team priorities, balance workload across support queues, and help ensure
• Serve as the first point of escalation for team questions, complex return requests, and
• Train, coach, and support team members, including new hires, while reinforcing process expectations
• Act as a subject-matter expert for standard and specialized return processes and support escalated
• Maintain and improve process documentation, training materials, and reference guides while
• Perform targeted quality reviews and operational spot checks, communicate recurring trends or

🎯 Requirements

• 2+ years of experience in customer support, operations, returns, logistics, or a related field
• Strong understanding of case management, operational prioritization, and customer support
• Strong critical-thinking and problem-solving skills, including the ability to troubleshoot
• Strong attention to detail, organization, and follow-through with the ability to work independently
• Excellent verbal and written communication skills with the ability to coach and support team
• Experience with Salesforce, MS Dynamics 365, or similar case management/ERP systems preferred

🎁 Benefits

• Competitive hourly pay
• Paid time off and company holidays
• Overtime eligibility
• 401(k) with employer match
• Paid parental leave for all
• Medical, Dental, Vision plans