Customer Experience Lead (E-commerce Support)

Jobtailor; Connecticut; On-site; USD 65,000 - 90,000; Full time

Job summary

Jobtailor is seeking an experienced Customer Operations Leader to manage a growing support team and ensure high-quality service across phone, email, and messaging channels.

You will de-escalate escalations, review refunds and fraud indicators, and align responses with company policy while maintaining a positive customer experience. Prior E-commerce retail support and multi-channel tooling experience are preferred.

Qualifications

• Excellent written and verbal communication skills.
• Ability to handle phone, email, and messaging support simultaneously.
• Highly organized and detail-oriented.
• Ownership and follow-through without reminders.
• Reliable with consistent response times.
• Experience in customer operations or success is a plus.
• Experience with Zendesk, RingCentral, Shopify, or Klaviyo.
• E-commerce or retail experience preferred.
• Experience handling chargebacks, fraud review, or shipping claims preferred.

Responsibilities

• Handle inbound customer calls via phone and messaging channels.
• Respond to inquiries across email, Zendesk, SMS, and other channels.
• De-escalate frustrated customers and provide resolutions.
• Oversee daily support flow of the customer service team.
• Review escalated cases and determine resolutions.
• Approve/deny refunds, replacements, or credits per policy.
• Investigate chargebacks and fraud indicators.
• Document findings for disputes or claims.
• Respond to Google Reviews and follow up with customers.

Skills

Communication skills

Multichannel support

Organizational skills

Ownership mindset

Reliability

Customer ops experience

Zendesk experience

RingCentral experience

Shopify experience

Klaviyo experience

E-commerce experience

Fraud review experience

Sports cards knowledge

Tools

Zendesk

RingCentral

Shopify

Klaviyo

Job description

Jobtailor is seeking an experienced Customer Operations Leader to manage a growing support team and ensure high-quality service across phone, email, and messaging channels.

You will de-escalate escalations, review refunds and fraud indicators, and align responses with company policy while maintaining a positive customer experience. Prior E-commerce retail support and multi-channel tooling experience are preferred.