Customer Care Lead

At Juliska and Capucine De Wulf, we believe beautiful brands are built by remarkable people. Every interaction with our customers is an opportunity to create connections, inspire confidence, and deliver the thoughtful service that makes our brands special. Our Customer Care team plays a critical role in bringing that promise to life through ensuring every customer feels valued, supported, and cared for from their first interaction through the entire customer journey. As our Customer Care Lead, you will serve as both a champion of customer experience and a day-to-day leader for our team. This role is an exciting opportunity for a service-minded leader who thrives on helping others succeed while remaining hands-on in delivering exceptional customer support. Working closely with the Customer Care Manager, the Customer Care Lead will provide guidance, coaching, and support to Customer Care Specialists while helping drive consistent execution, thoughtful communication, and continuous improvement. This person will serve as a trusted resource for the team, a first point of escalation for complex customer needs, and a role model for the World-Class service standards that define the Juliska experience. The ideal candidate is someone who leads with kindness, takes ownership, enjoys solving problems, and finds fulfillment in helping both customers and teammates have the best experience. They are equally comfortable jumping into a customer conversation, coaching a colleague through a challenge, or partnering cross-functionally to find creative solutions. This on-site position is based in North Charleston, South Carolina, and reports directly to the Customer Care Manager. Day-to-Day: Lead daily operations, helping prioritize workload and ensuring timely, thoughtful responses to customer inquiries Serve as a trusted resource by providing coaching, guidance, encouragement, and real-time support Model exceptional service and communication standards Act as the first point of escalation for complex customer concerns, partnering with the Customer Care Manager when additional support is needed Coach team members through feedback and reinforce consistent customer care practices Support onboarding and training, helping new team members understand our systems, processes, and Juliska service philosophy Partner with the Customer Care Manager to identify opportunities for process improvements, increased efficiency, and better customer experience Ensure customer orders are managed accurately throughout their lifecycle through proactive communication with customers and internal partners Collaborate closely with Distribution, Ecommerce, Sales, Product Development and Operations teams to resolve customer needs quickly and effectively Verify and release EDI orders and manually process non-EDI orders, replacements, and return authorizations as needed Assist in maintaining customer care resources including knowledge articles, templates, documentation, and standard operating procedures Monitor recurring customer issues and communicate trends and opportunities for improvement Participate in special projects and departmental initiatives while remaining adaptable to evolving business priorities Requirements: Demonstrated success delivering exceptional customer service in a fast-paced environment Previous experience mentoring, training, or informally leading teammates A genuine passion for creating meaningful customer experiences and helping others succeed Strong problem-solving skills with the ability to make thoughtful decisions independently Strong attention to detail and organizational skills with the ability to balance competing priorities Ability to lead by example while maintaining personal ownership of daily responsibilities Collaborative mindset with the ability to build strong partnerships across departments Comfort learning and navigating business systems; experience with Business Central a plus Our Brands: As newlyweds and unabashed romantics, Capucine & David Gooding founded Juliska in 2001 with a small collection of mouth-blown Bohemian glasses. Today, Juliska makes hundreds of products for the table and home inspired by the joy of gathering to create unforgettable moments.Sold through Juliska.com, Neiman Marcus, Bloomingdales, and a thousand discerning specialty retailers across the US and Internationally. Launched in 2018, Capucine De Wulf celebrates Love, Authentic Beauty and Womanhood through gorgeous jewelry.Sold through capucinedewulf.com and a growing group of select US retailers. Our Core Values: Mighty Hearted We are 'all in' through thick and thin! An attitude of gratitude, thoughtful, kind, trustworthy. Focused on results but unafraid of taking risks and exploring new ideas. Team Players All for one and one for all. A collaborative and inclusive mindset to propose, challenge, listen, and drive solutions. Roll up our sleeves and support co-workers for the greater good. Positive Mindset No negativity, cynicism, drama. Confront problems with a glass-half-full mindset and always focus our energy on solutions. Embrace the inevitable challenges as integral to the exciting journey towards progress. Creative Thinkers Who GSD (Get Stuff Done) Great results come from creative thinking. Self-motivated and pro-active, often working with minimal supervision. A healthy impatience for continuous improvement and accountability. Fun Loving Embrace good humor and occasional lighthearted silliness with a sense of fun and joy. Love to laugh! We never take ourselves too seriously. Our employment process is in accordance with the laws that prohibit discrimination against qualified individuals on the basis of race, religion, color, gender, age, national origin, physical or mental disability, genetic information, veteran’s status, marital status, gender identity and expression, sexual orientation, or any other status as protected by appliable law. Juliska is an equal opportunity employer. #J-18808-Ljbffr Juliska