Customer Support Lead (Onsite)

A vacancy was shared with you from Quest2Offer Phoenix, Arizona, United States Stack and skills Dashed - nice to have, not required Responsibilities Coordinate day-to-day team priorities, balance workload across support queues, and help ensure urgent, aging, or stalled requests receive appropriate attention Serve as the first point of escalation for team questions, complex return requests, and non-standard scenarios, providing guidance on RMA processes, warranty, product-specific workflows, special instructions, and cross-functional dependencies Train, coach, and support team members, including new hires, while reinforcing process expectations and helping build team knowledge, independence, and problem-solving skills Act as a subject-matter expert for standard and specialized return processes and support escalated or high-touch requests requiring additional coordination, judgment, or attention to detail Maintain and improve process documentation, training materials, and reference guides while identifying recurring knowledge gaps, process pain points, and opportunities for improvement Perform targeted quality reviews and operational spot checks, communicate recurring trends or reminders, and partner with the Supervisor on corrective or improvement actions Collaborate with Customer Support, Logistics, Technical Support, Customer Success, and other cross-functional teams to resolve return-related issues and support consistent customer experiences Participate in testing and validation of new workflows, tools, documentation, and system or process changes Requirements 2+ years of experience in customer support, operations, returns, logistics, or a related field Strong understanding of case management, operational prioritization, and customer support workflows, with the ability to manage competing priorities in a fast-paced environment Strong critical-thinking and problem-solving skills, including the ability to troubleshoot unfamiliar scenarios, connect information across processes, and recommend practical solutions Strong attention to detail, organization, and follow-through with the ability to work independently and maintain consistent process execution Excellent verbal and written communication skills with the ability to coach and support team members with varying levels of experience Experience with Google Workspace or Microsoft Office required Nice to have Experience serving as a subject-matter expert, trainer, mentor, or informal team leader Experience with Salesforce, MS Dynamics 365, or similar case management/ERP systems Experience with Sigma, Power BI, Tableau, or similar reporting tools Benefits and conditions Competitive hourly pay Paid time off and company holidays 401(k) with employer match Paid parental leave for all Fitness Programs Emotional & Mental Wellness support Snacks in our offices Overtime eligibility Medical, Dental, Vision plans Learning & Development programs At , we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other. Life at , is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter. The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions. Some roles may also require legal eligibility to work in a firearms environment. We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at .com or via our . Privacy Web Form . For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice. ’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as ’s impact on the environment. All employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. employees are empowered to report safety concerns as they arise and activities potentially impacting the environment. We are an equal opportunity employer that promotes justice, advances equity and fosters inclusion. We’re committed to hiring the best talent - regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances - and empowering all of our employees so they can do their best work. If you have a disability, please email View email address on click.appcast.io. #J-18808-Ljbffr Quest2Offer