Global Return Operations Lead - Elevate Customer Support

Candidate; Scottsdale (AZ); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

401(k) with employer match

Paid time off

Medical, Dental, Vision plans

Fitness Programs

Emotional & Mental Wellness support

Learning & Development programs

Snacks in our offices

Job summary

Axon in Scottsdale, AZ is seeking a Customer Support Lead of Global Return Operations to coordinate day-to-day return activities, guide the team, and ensure adherence to established processes. You will be the first escalation point and partner with multiple teams to resolve issues, train new hires, and improve documentation while maintaining high service levels.

If you bring 2+ years in customer support/returns and strong problem-solving, you will help drive efficiency in a fast-paced,

Qualifications

• 2+ years in customer support, operations, returns, or logistics with SME/leadership experience preferred.
• Strong case management and prioritization skills for fast-paced environments.
• Excellent verbal and written communication; ability to coach and support varied experience levels.
• Experience with CRM/ERP systems like Salesforce or similar tools.
• Proficiency in Google Workspace or Microsoft Office; data reporting tools a plus.

Responsibilities

• Coordinate day-to-day team priorities and balance workload across support queues.
• Serve as first escalation point for questions, complex returns, and non-standard scenarios.
• Train and coach team members, including new hires, reinforcing process expectations.
• Act as SME for standard/specialized return processes and handle high-touch requests.
• Maintain/update process docs, training materials, and reference guides.
• Perform targeted quality reviews and partner on corrective actions with the Supervisor.
• Collaborate with Customer Support, Logistics, Technical Support, and other teams to resolve issues.
• Participate in testing and validation of new workflows, tools, or process changes.

Skills

Customer support

Operations

Mentor/lead

Case management

Cross-functional collaboration

Problem solving

Attention to detail

Communication

Tools

Salesforce

MS Dynamics 365

Google Workspace

Microsoft Office

Sigma

Power BI

Tableau

Job description

Axon in Scottsdale, AZ is seeking a Customer Support Lead of Global Return Operations to coordinate day-to-day return activities, guide the team, and ensure adherence to established processes. You will be the first escalation point and partner with multiple teams to resolve issues, train new hires, and improve documentation while maintaining high service levels.

If you bring 2+ years in customer support/returns and strong problem-solving, you will help drive efficiency in a fast-paced,