Lead Customer Service Representative

Responsibilities Handle inbound customer phone calls via RingCentral Respond to customer inquiries across email, Zendesk, SMS, Meta, Walmart Customer Messaging, and other messaging channels De-escalate frustrated customers and provide clear, professional resolutions Follow up with customers on delayed, unresolved, or sensitive issues Maintain strong communication across all customer-facing channels Ensure customers receive accurate updates regarding orders, shipping, refunds, returns, and product concerns Oversee the current customer service team’s daily support flow Review escalated cases and help determine the proper resolution Approve or deny refunds, replacements, credits, or exceptions based on company policy Ensure the customer service team is following internal policies and procedures Identify mistakes, inconsistencies, or gaps in customer communication Guide the team on how to handle difficult or unusual cases Help keep ticket queues clean, organized, and up to date Investigate customer chargebacks and gather supporting evidence Review fraud indicators before high-risk orders are shipped Help confirm customer identity or order legitimacy when needed Monitor suspicious orders or potential false information Assist with UPS, USPS, and carrier investigations when packages are missing, misdelivered, or delayed Help document findings and next steps for disputes, claims, or internal review Assist with Google Review responses and customer follow-up Help encourage satisfied customers to share positive experiences Ensure public-facing responses are professional, accurate, and aligned with the company’s tone Protect the customer experience while also protecting the company from unnecessary losses or policy exceptions Requirements Strong written and verbal communication skills Comfortably handle phone, email, and messaging support simultaneously Highly organized and detail-oriented Able to take ownership and follow through without reminders Comfortable switching between multiple tools and platformsReliable and consistent with response times Customer support, customer success, or customer operations experience (preferred) Experience with Zendesk, RingCentral, Shopify, Klaviyo, or similar tools (preferred) E-commerce or retail experience (preferred) Experience handling chargebacks, fraud review, shipping claims, or order investigations (preferred) Familiarity with sports cards, collectibles, or hobby retail (preferred) #J-18808-Ljbffr