Returns Operations Lead — Customer Support

Vochure; Scottsdale (AZ); On-site; USD 39,000 - 63,000; Full time

Benefits offered by this job

Competitive hourly pay

Paid time off and company holidays

Overtime eligibility

401(k) with employer match

Paid parental leave

Medical, Dental, Vision plans

Fitness Programs

Emotional & Mental Wellness support

Learning & Development programs

Snacks in the office

Job summary

Axon is seeking a Customer Support Lead for Global Return Operations at our Scottsdale, AZ office. You will coordinate day-to-day team priorities, escalate complex return requests, and train team members while improving return processes.

Ideal candidates have 2+ years in customer support/operations, strong knowledge of case management, and experience with Salesforce or similar systems. This role offers competitive hourly pay, PTO, 401(k) with match, and growth opportunities.

Qualifications

• 2+ years in customer support, operations, returns, or logistics with mentoring or team-leader experience preferred
• Strong understanding of case management and prioritization in a fast-paced environment
• Excellent verbal and written communication with ability to coach and support teammates of varying experience

Responsibilities

• Coordinate day-to-day team priorities and balance workload across support queues; ensure urgent requests receive attention
• Serve as first escalation point for complex return requests and cross-functional dependencies
• Train, coach, and support team members, including new hires, reinforcing process expectations and problem-solving
• Act as subject-matter expert for standard return processes and high-touch requests
• Maintain and improve process documentation, training materials, and reference guides
• Perform targeted quality reviews and coordinate corrective actions with the Supervisor
• Collaborate with Customer Support, Logistics, Technical Support, and Customer Success to resolve return issues
• Participate in testing and validation of new workflows, tools, and changes

Skills

Customer support

Operations management

Team leadership

RMA processes

Salesforce

MS Dynamics 365

Google Workspace

Power BI

Attention to detail

Tools

Salesforce

MS Dynamics 365

Power BI

Tableau

Job description

Axon is seeking a Customer Support Lead for Global Return Operations at our Scottsdale, AZ office. You will coordinate day-to-day team priorities, escalate complex return requests, and train team members while improving return processes.

Ideal candidates have 2+ years in customer support/operations, strong knowledge of case management, and experience with Salesforce or similar systems. This role offers competitive hourly pay, PTO, 401(k) with match, and growth opportunities.