Customer Support Lead (Onsite) Axon Customer Success Phoenix, Arizona, United States 12 hours ago

Join Axon and be a Force for Good. At Axon, 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 Axon 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. Your Impact The Customer Support Lead of Global Return Operations serves as a key operational resource for the RMA Customer Support team, supporting the day-to-day execution of return-related customer support activities. The selected candidate will help coordinate team priorities, provide guidance on complex and escalated requests, train and support team members, and ensure consistent execution of established return processes. The Customer Support Lead will act as the first point of operational escalation for the team and work closely with the Customer Support Supervisor to identify process gaps, improve documentation, strengthen team knowledge, and maintain a high level of service for internal and external customers. What You'll Do Location: Onsite at our Scottsdale, AZ office Reports to: Customer Support Supervisor, Global Return Operations Direct Reports: None 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 What You Bring 2+ years of experience in customer support, operations, returns, logistics, or a related field, with experience serving as a subject-matter expert, trainer, mentor, or informal team leader preferred 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 Salesforce, MS Dynamics 365, or similar case management/ERP systems preferred Experience with Google Workspace or Microsoft Office required; Sigma, Power BI, Tableau, or similar reporting tools a plus Benefits that Benefit You Competitive hourly pay Paid time off and company holidays Overtime eligibility 401(k) with employer match Paid parental leave for all Medical, Dental, Vision plans Fitness Programs Emotional & Mental Wellness support Learning & Development programs And yes, we have snacks in our offices Benefits listed herein may vary depending on the nature of your employment and the location where you work. Don't meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve. Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you're excited about this role and our mission to Protect Life but your experience doesn't align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Important Notes 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 View email address on click.appcast.io or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice. Axon's mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon's impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon 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, values diversity 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 or special need that requires assistance or accommodation during the application or the recruiting process, please email View email address on click.appcast.io. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes. Phishing alert: Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process. 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