Customer Care Lead — Hybrid, Elevate CX

Good Buy Gear Inc; Commercial Point (OH); Hybrid; USD 70,000 - 95,000; Full time

Job summary

GoodBuy Gear, Inc. is seeking a Customer Care Lead to elevate the customer experience across all touchpoints, leading our Customer Care team and overseeing day-to-day operations at the Commercial Point warehouse.

This hands-on leadership role requires ownership, decisive action, and balancing customer satisfaction with company policies and operational realities. The role focuses on improving response and resolution times, coaching teammates, and driving initiatives to deliver high-quality

Qualifications

• 2+ years in a customer support role at a company with exceptional service.
• Ability to de-escalate, empathize, and remain calm under pressure.
• Experience leading a team and coaching others.
• Able to balance speed and quality in a fast-paced environment.
• Excellent verbal and written communication skills.
• Comfort with technology; willing to learn new tools.
• Familiarity with Shopify and Intercom is a plus.
• Able to work onsite at least two days per week near Commercial Point, OH.

Responsibilities

• Lead and develop the Customer Care team in daily operations.
• Own the customer experience across touchpoints and handle escalations.
• Drive process improvements and optimize support workflows.
• Use data to identify trends and opportunities for improvement.
• Ensure timely responses and quality resolutions while meeting goals.

Skills

Customer Support Experience

Leadership

Customer Empathy

Communication

Adaptability

Problem-Solving

Technology (Shopify/Intercom)

Onsite Availability

Industry Knowledge (baby gear)

Tools

Shopify

Intercom

Job description

GoodBuy Gear, Inc. is seeking a Customer Care Lead to elevate the customer experience across all touchpoints, leading our Customer Care team and overseeing day-to-day operations at the Commercial Point warehouse.

This hands-on leadership role requires ownership, decisive action, and balancing customer satisfaction with company policies and operational realities. The role focuses on improving response and resolution times, coaching teammates, and driving initiatives to deliver high-quality