Customer Support Lead (Onsite)

Phoenix · Arizona-DV · 2+ years experience · Onsite · Posted Oct 16, 2026

At a glance

The Customer Support Lead of Global Return Operations serves as a key operational resource for the RMA Customer Support team, supporting day-to-day execution of return-related customer support activities.
The selected candidate helps coordinate team priorities, provides guidance on complex and escalated requests, trains and supports team members, and ensures consistent execution of established return processes.

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

2+ years of experience in customer support, operations, returns, logistics, or a related field
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 Google Workspace or Microsoft Office required

Experience serving as a subject-matter expert, trainer, mentor, or informal team leader
Experience with Salesforce, MS Dynamics 365, or similar case management/ERP systems
Sigma, Power BI, Tableau, or similar reporting tools