Customer Support Lead

Monmouth Trading Cards

Customer Support Lead overseeing customer service operations for Monmouth Cards trading card company. Handling customer inquiries and supporting the service team in a remote role.

Posted 7/7/2026part-timeConnecticut, Massachusetts, New Jersey, New York • 🇺🇸 United StatesSenior💰 $18 - $25 per hourWebsite

Tech Stack

Tools & technologies

Switching

About the role

Key responsibilities & impact

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

What you’ll need

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 platforms
Reliable 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)

Benefits

Comp & perks

Competitive salary
Dental insurance
Employee discounts
Health insurance
Opportunity for advancement
Paid time off
Vision insurance
Company parties
Flexible schedule
Training & development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Chargeback HandlingFraud ReviewOrder InvestigationsShipping ClaimsCustomer Operations

Soft Skills

Strong Communication SkillsDetail-OrientedOrganizational SkillsOwnershipProblem-Solving