Returns Operations Lead - Customer Support

Axon Enterprise; Scottsdale (AZ); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Competitive hourly pay

Paid time off and company holidays

401(k) with employer match

Paid parental leave

Fitness Programs

Emotional & Mental Wellness support

Snacks in offices

Job summary

Axon Enterprise in Phoenix, AZ is seeking a Customer Support Lead for Global Return Operations to coordinate day-to-day priorities, guide the team on complex return requests, and ensure effective RMA processes. The role reports to the Customer Support Supervisor and offers hands-on leadership in a fast-paced environment.

The ideal candidate has 2+ years in customer support or related fields, familiarity with case management systems, and strong communication skills.

Qualifications

• 2+ years in customer support, operations, returns, or logistics.
• Experience as SME, trainer, mentor, or informal team leader preferred.
• Experience with case management/ERP systems and reporting tools.

Responsibilities

• Coordinate day-to-day team priorities and balance workload across support queues.
• Serve as first escalation point for complex return requests and cross‑functional dependencies.
• Train, coach, and support team members, including new hires, ensuring process adherence.
• Act as SME for standard and specialized return processes and support escalated requests.
• Maintain and improve process documentation, training materials, and reference guides.
• Perform targeted quality reviews and partner on corrective actions with the supervisor.
• Collaborate with Customer Support, Logistics, Technical Support, Customer Success, and other teams to resolve issues.
• Participate in testing and validation of new workflows, tools, documentation, and changes.

Skills

Customer support

Operations

Team coordination

Problem solving

Tools

Salesforce

MS Dynamics 365

Power BI

Tableau

Google Workspace

MS Office

Job description

Axon Enterprise in Phoenix, AZ is seeking a Customer Support Lead for Global Return Operations to coordinate day-to-day priorities, guide the team on complex return requests, and ensure effective RMA processes. The role reports to the Customer Support Supervisor and offers hands-on leadership in a fast-paced environment.

The ideal candidate has 2+ years in customer support or related fields, familiarity with case management systems, and strong communication skills.