Note: The job is a remote job and is open to candidates in USA. Monmouth Cards is a fast-growing sports trading card company with both in-store and online operations. They are seeking a Customer Support Lead to oversee the customer service function, manage escalated customer issues, and ensure timely and professional support for customers.
Responsibilities
- Handle inbound customer phone calls via RingCentral
- 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
Skills
- 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
- Experience with Zendesk, RingCentral, Shopify, Klaviyo, or similar tools
- E-commerce or retail experience
- Experience handling chargebacks, fraud review, shipping claims, or order investigations
- Familiarity with sports cards, collectibles, or hobby retail is a plus but not required
Benefits
- Competitive salary
- Dental insurance
- Employee discounts
- Health insurance
- Opportunity for advancement
- Paid time off
- Vision insurance
- Company parties
- Flexible schedule
- Training & development
Company Overview