Customer Service Lead - #35368

Company Profile:

Our client is a growing, values-driven fitness equipment company focused on delivering high-quality products and building long-term customer trust.

The company operates with a lean, remote team and a calm, execution-oriented culture. There are no unnecessary layers, no bureaucracy, and no excess meetings. Decisions are context-driven, and team members are expected to exercise strong independent judgment.

This is a high-trust environment. There are no multiple stakeholders or complex corporate hierarchies — the Founder is the primary decision-maker. The right candidate must be comfortable operating in a direct, context-rich, autonomy-heavy structure.

An exciting opportunity for a top-tier, high-autonomy Senior Executive Assistant to operate as a strategic force multiplier to the Founder, owning communication flow, safeguarding priorities, and driving disciplined execution in a growing, founder-led company built on long-term thinking and operational excellence.

Overall purpose and responsibilities of the role:

The Customer Service Lead is responsible for managing customer inquiries and resolving issues related to orders, shipping, returns, refunds, and product information through email and phone support. The role coordinates with shipping providers and warehouse teams to investigate delayed or lost shipments, arrange replacements and reshipments, process returns and refunds, and ensure accurate order processing and documentation. Responsibilities also include auditing warehouse billing and compensation invoices, identifying discrepancies, filing disputes, maintaining accurate customer records, and providing timely updates on open cases. The role is expected to maintain professional customer relationships, follow company policies, collaborate with internal teams, identify process improvements, and participate in regular performance check-ins to enhance customer satisfaction and operational efficiency.

Duties and Responsibilities:

➤ Email Customer Support

• Respond to customer inquiries promptly and professionally.
• Handle issues related to late shipments by investigating and filing claims with shipping providers.
• Arrange reshipments for lost packages and keep customers informed throughout the process.
• Manage return requests by:

o Identifying the reason for return.

o Offering partial refunds or store credits to minimize returns when possible.

o Processing and tracking return labels and received items.

o Issuing refunds accurately

• Provide product-related information by consulting internal documentation.
• Forward bulk orders inquiries to relevant colleagues for follow-up.

➤ Phone Call Assistance

• Handle inbound customer calls
• Conduct outbound call-backs as needed.
• Follow up with customers regarding open cases, shipping concerns, or pending resolutions.
• Monitor and respond to voicemail messages in a timely and professional manner.
• Maintain accurate documentation of all phone interactions in the order management or ticketing system.

➤ Order Processing (Replacement/Reshipment)

• Follow established internal processes to ensure orders are packaged and shipped efficiently.
• Maintain daily documentation for warehouse billing purposes.
• Audit warehouse compensation and credited billing invoices to verify accuracy and report any discrepancies.

➤ Customer Support

• Respond to inquiries regarding order status, shipping details, and delivery expectations in a professional and timely manner.
• Assist in resolving any issues related to incorrect or missing items, shipping errors, or other fulfillment-related concerns.
• Provide detailed product information and address customer questions regarding their orders.
• Process returns and exchanges, following the company's return policy, and work with customers to resolve any issues related to returns or exchanges.

➤ Shipping and Logistics Coordination

• Track shipments to confirm timely delivery and investigate any issues related to delayed or lost packages.
• Handle issues such as missed deliveries or misrouted packages by coordinating with shipping providers and processing claims where necessary.
• Communicate with customers regarding order status, delays, or shipping issues in a proactive manner.

➤ General Expectations

• Maintain a professional and courteous demeanor in all customer interactions.
• Adhere to company policies and protocols when resolving customer issues.
• Proactively identify and suggest process improvements to enhance customer satisfaction and operational efficiency.
• Collaborate effectively with team members and management to support overall business objectives.
• Maintain confidentiality and professionalism in handling customer and company information

➤ 1v1 Check-Ins for Improvement and Feedback

• Participate in regular 1v1 check-ins with the Client or Client representative to receive feedback and suggestions for improvement.
• Use check-ins to demonstrate knowledge of overall processes and identify areas for growth.

➤ Deliverables

• Accurate and timely resolution of customer inquiries and issues.
• Regularly updated records of shipping audits, order processing, and customer support activities.
• Detailed reports on identified billing discrepancies and filed disputes.

➤ Performance Metrics

• Response time and resolution rate for customer inquiries.
• Accuracy in shipping audits and order processing.
• Reduction in billing discrepancies through effective audits and dispute filing.

Requirements

• Minimum of 3–5 years of experience in Direct-to-Customer (DTC) customer service within e-commerce, logistics, or shipment operations, or 5–10 years of overall experience in Customer Service.
• Experience with tools such as Gorgias, Shopify, Extensiv, AfterShip, and ShipStation
• Strong organizational skills and attention to detail
• Ability to handle a high volume of customer inquiries and order-related tasks
• Proficient in email communication, messaging tools (Slack, Telegram), and order management systems (Shopify)
• Familiarity with shipping processes and platforms (FedEx, UPS, LTL carriers)
• Experience with customer service and returns management
• Knowledge of order processing, including returns, reshipments, and replacements
• Ability to manage multiple tasks simultaneously and prioritize effectively

Soft Skills

• Clear, professional, and empathetic communication with customers
• Proactive in following up and resolving customer issues
• Strong problem-solving skills with the ability to think on your feet
• Ability to work independently and as part of a team
• Strong interpersonal skills and a customer-first mindset
• Adaptability to shifting priorities and urgent customer needs
• Dependable, with a strong sense of accountability and time management

Technical & Equipment Requirements

To ensure continuous operations and dependable support even during unexpected disruptions, the CS VA must have the following in place:

Primary Equipment

1. A reliable desktop or laptop used for daily tasks

Suggested Specs:

• Processor: AMD Ryzen 5 3rd Generation or higher / Intel Core i5 to i9 (10th Gen or newer)
• RAM: At least 16GB
• SSD storage preferred

2. Extra monitor (21”-24” or wider – not required but preferred)

3. Noise-cancelling headset to ensure a quality call experience during meetings and for outbound calls as needed

4. External webcam for clear video during team meetings or customer-facing interactions

Connectivity and Power Backup

• Primary internet connection with a minimum speed of 100 Mbps, and a secondary backup connection using a modem or pocket Wi-Fi to ensure uninterrupted work in case of internet disruptions
• Portable power source or generator to maintain operations during power outages

Job type: Permanent

Emp type: Full-time

Schedule: Monday to Friday, with flexible start times. The preferred schedule is 8:00 AM–4:00 PM EST, but earlier starts, as early as 4:00 AM EST, are also permitted. 

Location: Work From Home

Industry: Fitness Equipment/Sporting Goods