Customer Support Lead

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

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

Requirements

• 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 platformsReliable and consistent with response times
• Customer support, customer success, or customer operations experience (preferred)
• Experience with Zendesk, RingCentral, Shopify, Klaviyo, or similar tools (preferred)
• E-commerce or retail experience (preferred)
• Experience handling chargebacks, fraud review, shipping claims, or order investigations (preferred)
• Familiarity with sports cards, collectibles, or hobby retail (preferred)