Operations Lead: Customer Success & Projects

Custom Goods, LLC; Carson (CA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Custom Goods, LLC is seeking a Customer Service Lead to oversee daily operations across Customer Service, Technical Support, Onboarding, order delivery, and warehousing. You will guide a team and ensure timely execution of tasks while maintaining high service levels.

Responsibilities include driving customer satisfaction, managing distribution and capacity planning, preparing KPI reports, and coordinating with internal stakeholders and vendors to meet goals.

Qualifications

• High school diploma or GED with 2–5 years of related experience and at least 2 years of direct supervisory experience.
• 3PL experience or distribution/fulfillment background preferred.
• Proficient with Microsoft Excel and Outlook; experience with WMS is a plus.
• Excellent verbal and written communication; able to build professional relationships.
• Detail oriented with strong follow-up; able to adapt to changing situations.

Responsibilities

• Lead daily operations for designated branches, including CS, Technical Support, Onboarding, order delivery, and warehousing.
• Drive customer satisfaction through ownership of daily execution and escalate as needed.
• Manage customer distribution and capacity planning across the team.
• Produce regular status reports for internal stakeholders and cross-functional teams.
• Lead projects with internal resources and third parties; ensure on-time delivery and stay within scope and budget.
• Develop and maintain detailed project plans; report progress and forecast KPIs.
• Develop retention reporting and monitor customer health across business units.
• Coordinate with CSRs to understand teams and goals; manage resources accordingly.
• Foster a culture of servant leadership and operational excellence.

Skills

Customer service

Supervisory experience

Communication

Data reporting

Project coordination

Stakeholder management

Education

High school diploma or GED

Tools

Microsoft Excel

Outlook

Warehouse Management System (WMS)

Job description

Custom Goods, LLC is seeking a Customer Service Lead to oversee daily operations across Customer Service, Technical Support, Onboarding, order delivery, and warehousing. You will guide a team and ensure timely execution of tasks while maintaining high service levels.

Responsibilities include driving customer satisfaction, managing distribution and capacity planning, preparing KPI reports, and coordinating with internal stakeholders and vendors to meet goals.