Store Support Lead - Customer Experience & Ops

Five Below; Roanoke, Northern (VA, KY); Hybrid; USD 16,000 - 23,000; Full time

Job summary

Five Below in Roanoke, VA is seeking a Support Lead to help run daily store operations, train crew on the BEST customer service, and ensure a fast, friendly checkout experience.

The role oversees opening/closing, stock organization, and supervising associates, with opportunities to lead in-store initiatives and merchandising with the store leadership team. Minimum 1 year of management experience and strong communication are required.

Qualifications

• High School Graduate or equivalent.
• College experience preferred.
• Minimum 1 years of management experience.
• Excellent verbal and written communication skills.
• Ability to multi-task.
• Creative thinking.
• Ability to maintain composure under pressure.

Responsibilities

• Ensures all crew members are Wowing the Customer through personal contact with customers.
• Trains the crew on the B.E.S.T. customer service experience; ensuring that each guest has a fast, friendly check out experience.
• Oversees the daily activities of all store associates, ensuring they perform duties effectively and provide excellent customer service.
• Assists with receiving, unpacking, and organizing of new stock to ensure items are quickly and efficiently placed on the sales floor.
• Acts as Manager on Duty when needed, taking full responsibility for store operations, staff management, customer service, and addressing urgent issues.
• Manages opening or closing the store, including securing cash, locking doors, setting alarms, and ensuring smooth daily operation.
• Supports onboarding and ongoing training of associates, helping them learn store policies, product knowledge, and procedures.
• Drives store sales and controls expenses by optimizing merchandising, staff performance, and customer service.
• Partners with the store leadership team in merchandising procedures and World Recovery.
• Performs store maintenance including cleaning and stock room housekeeping.

Skills

Verbal communication

Written communication

Multi-tasking

Creative thinking

Composure under pressure

Education

High school diploma or equivalent

College experience preferred

Job description

Five Below in Roanoke, VA is seeking a Support Lead to help run daily store operations, train crew on the BEST customer service, and ensure a fast, friendly checkout experience.

The role oversees opening/closing, stock organization, and supervising associates, with opportunities to lead in-store initiatives and merchandising with the store leadership team. Minimum 1 year of management experience and strong communication are required.