Ecommerce Customer Service Lead

Goodwill Southern California; Los Angeles (CA); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Discount at Goodwill Socal locations

Goodwill Perks: Dining, Retail, Theme‑

Park and movie discounts

Job summary

Goodwill Southern California is seeking a Customer Service Lead to support the eCommerce Assistant Manager. You will oversee Customer Service Associates, ensure timely responses, and drive marketplace performance across multiple channels.

The role focuses on improving customer satisfaction, adherence to policies, and continuous process improvements. Responsibilities include coaching staff, monitoring metrics, and coordinating with Operations to resolve issues.

Qualifications

• One year of supervisory experience.
• One year of e-commerce experience.
• High school diploma or GED preferred.
• Shift flexibility and overtime when needed.
• Ability to handle confidential information.
• Ability to work with minimal supervision.
• Must have basic experience with Windows programs including Word, Excel and Email.

Responsibilities

• Oversee customer service workflows and marketplace policies across assigned channels.
• Respond to customer inquiries, order issues and marketplace messages professionally and promptly.
• Resolve order, shipment, returns, refunds and marketplace dispute concerns; escalate when needed.
• Perform seller-side functions in line with marketplace standards and SLAs.
• Provide day-to-day guidance to Customer Service Associates to meet performance targets.
• Assign tasks, monitor workload and ensure timely responses and quality service.
• Coach staff in real-time to support service quality and efficiency.
• Communicate performance and operational issues to the Assistant Manager.

Skills

Supervisory experience

E-commerce experience

Shift flexibility

Confidential data handling

Independent work

MS Office (Word/Excel/Email)

Education

High school diploma or GED

Tools

MS Office suite

Job description

Goodwill Southern California is seeking a Customer Service Lead to support the eCommerce Assistant Manager. You will oversee Customer Service Associates, ensure timely responses, and drive marketplace performance across multiple channels.

The role focuses on improving customer satisfaction, adherence to policies, and continuous process improvements. Responsibilities include coaching staff, monitoring metrics, and coordinating with Operations to resolve issues.