Customer Care Lead

We are seeking a Customer Care Lead to join our team. This is a full-time position at our Irvington, NY office. You will lead our Customer Relations team, ensuring the best care and service is provided to our awesome customers while also supporting and developing the team members who deliver that service every day. We pride ourselves on outstanding customer service and are looking for a relationship-driven, organized leader who can balance hands-on customer support with team leadership and cross-functional coordination. Position Overview Full-Time Position: Mon-Fri, 9:00 AM - 5:30 PM On-site in our Irvington, NY office Reports to the Director of Operations Serves as the primary liaison between the Customer Care (CX) team and leadership Key Responsibilities Supervise and support the day-to-day work of the Customer Care Associates Conduct regular 1:1 meetings with team members to check in on performance, workload, and development Set, track, and follow up on individual and team goals Act as the primary point of contact and liaison between the CX team and leadership, surfacing team needs, blockers, and wins the Customer Care Lead supports day-to-day supervision of CX team Platform & Process Management Manage relationships and regular meetings with Customer Success Managers (CSMs) for our CX platforms (e.g., Gorgias, Loop) Own the implementation and rollout of new features, policies, and process updates across the CX platforms Ensure the team is trained on and adhering to current tools, policies, and procedures Identify opportunities to improve workflows, ticket handling, and overall customer experience Customer Support (Hands-On) Correspond with customers via Gorgias and ensure tickets are answered on time and with excellent customer service Maintain a working knowledge of current Electric Picks products and procedures Process returns and exchanges via Loop as needed Process customer repairs as needed Support broader business goal tracking and reporting Our Ideal Candidate You're someone who is jewelry obsessed! 4+ years of customer service experience, with prior experience leading or mentoring a team preferred Excellent communication skills, both with customers and internally with team members and leadership Strong organizational skills and comfort managing multiple priorities (team, platforms, and hands-on support) Reliable and able to work both independently and collaboratively Careful attention to detail Desire to work in a startup environment Ability to be both a self-starter and a team player, multitask, and thrive in a fast-paced environment Positive and energized, with a natural ability to motivate and support others #J-18808-Ljbffr