Customer Support Lead — Elevate CX & Grow the Team

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, 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.