Customer Support Lead

Loopy Cases; Griffith (IN); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

End-of-year bonus

401(k) match

12 days PTO

Health, dental, and vision insurance

Bicycle Benefit

Wellness Benefit

Job summary

Loopy Cases, a family-founded ecommerce phone accessory brand, is seeking a Customer Support Lead to coach the support team and ensure customer interactions reflect the brand's care and quality.

The role oversees day-to-day leadership of Customer Support Representatives, balancing people leadership, ticket management, coaching, and operational execution, with a focus on accountability and continuous improvement.

Qualifications

• 2+ years in team leadership and supervision.
• 3+ years in customer support, preferably ecommerce.
• Strong written and verbal communication, de-escalation skills.

Responsibilities

• Lead and coach a team of Customer Support Representatives through regular one-on-ones and feedback.
• Monitor ticket queues and team performance to meet response goals.
• Resolve escalated issues with professionalism and empathy.
• Conduct performance evaluations and coordinate coaching/disciplines.
• Assist with training and onboarding when needed.
• Support implementation of new processes and improvements.
• Collaborate with Support Manager and Director to drive success.
• Take on additional projects as needed.

Skills

Team leadership

Customer service

Communication

Coaching

Problem solving

Education

No degree specified

Tools

Shopify

Gorgias

ShipStation

AfterShip Returns

Agorapulse

Google Workspace

Job description

Loopy Cases is a family-founded, direct-to-consumer eCommerce phone accessory brand built on creating products people love and experiences they remember. As we continue to grow, we're looking for a Customer Support Lead to coach our support team to ensure every customer interaction reflects the care and quality our brand was built on.

As our Customer Support Lead, you'll be responsible for the day-to-day leadership of a team of Customer Support Representatives, ensuring customers receive timely, high-quality support while helping your team grow professionally. You'll serve as the first line of leadership for the department, balancing people leadership, ticket management, coaching, and operational execution.

This role is ideal for someone who enjoys developing others, solving complex customer issues, and creating an environment where accountability, collaboration, and continuous improvement are part of everyday work.

What You'll Do

• Lead, coach, and support a team of Customer Support Representatives through regular one-on-ones and ongoing feedback.
• Monitor ticket queues and team performance to ensure customer inquiries are handled efficiently and within department response goals.
• Resolve escalated customer issues with professionalism, empathy, and sound judgment.
• Conduct performance evaluations and partner with management on coaching and disciplinary processes when needed.
• Assist with training and onboarding in the absence of the department trainer.
• Support the implementation of new processes and operational improvements.
• Collaborate with the Customer Support Manager and Director to help the department succeed.
• Take on additional projects and responsibilities as needed.

What You'll Bring

• 2+ years of experience leading or supervising a team and 3+ years of customer support experience, preferably in an eCommerce environment.
• Strong written and verbal communication skills.
• Excellent customer service and de-escalation abilities.
• Proven leadership, coaching, and people management skills.
• Strong attention to detail and problem-solving abilities.
• Experience with Google Workspace and customer support platforms such as Shopify, Gorgias, ShipStation, AfterShip Returns, and Agorapulse (or similar).
• A willingness to learn, accept feedback, and continuously improve.
• Full-time on-site availability (40 hours per week).

Why You’ll Love It Here

• End-of-year performance-based bonus
• 401(k) option with a dollar-for-dollar match of up to 4% of yearly earnings, fully vested immediately
• 12 days PTO
• Optional health, dental, and vision insurance
• Bicycle Benefit, 50% paid by Loopy with the purchase of a helmet up to $750 once per year
• Wellness Benefit, 50% paid by Loopy on all sports and wellness equipment up to $200 once per year