Customer Care Lead

Description Location: Commercial Point, OH Position Type: Full-Time, Hybrid Schedule: Monday-Friday, with a minimum of 2 days per week onsite at our Commercial Point warehouse. This is a hybrid position and is not fully remote. About GoodBuy Gear GoodBuy Gear is the leading recommerce platform for baby and kid gear, transforming how families buy and sell secondhand. We are building a smarter, more sustainable future for commerce through operational excellence, technology, and an exceptional customer experience. The Role We’re seeking a Customer Care Lead to own and elevate the customer experience across all touchpoints. This person will lead our Customer Care team, oversee day-to-day support operations, coach and develop team members, and identify opportunities to continuously improve our processes, tools, and overall customer experience. This is a hands-on leadership role. The Customer Care Lead will support the team when needed while also looking beyond individual customer interactions to identify trends, address root causes, and improve how the business operates. The ideal candidate sees what needs to be done and moves it forward. They take ownership, make sound decisions, follow through, and close the loop without waiting for detailed direction. They balance customer satisfaction with company policies, operational realities, and the overall health of the business. This role will be responsible for ensuring the Customer Care team consistently delivers a high-quality experience while meeting established goals for response time, resolution time, quality, and customer satisfaction. Key Responsibilities Team Leadership: Lead and support the Customer Care team in day-to-day operations, provide ongoing feedback, coaching, and development, identify performance gaps, and take action quickly. Build a team culture that is engaged, accountable, and continuously improving. Own the customer experience: Ensure customer interactions consistently meet or exceed company standards, handle escalations and sensitive situations, and monitor customer sentiment and trends to identify opportunities to improve the experience. Drive Operational Excellence: Oversee customer support queues to ensure timely responses and quality resolutions. Identify inefficiencies and implement process improvements, continuously improve macros and AI guidance, and proactively surface recurring site, process, and customer issues to Operations, Virtual, Product, and leadership. Use Data to Improve the Business: Leverage customer feedback, support data, and performance metrics to identify opportunities for improvement. Regularly evaluate processes, tools, and workflows, and look beyond individual customer conversations to identify root causes and broader operational opportunities. Drive Issues to Resolution: Proactively identify risks and recurring problems, establish clear owners and deadlines, communicate progress, and follow through until issues are fully resolved. Requirements What We’re Looking For Customer Support Experience: 2+ years of experience in a Customer Support role at a company known for providing exceptional customer service and where you have frequent interaction with customers. Customer Empathy: Ability to quickly de-escalate challenging situations by empathizing with the customer, staying calm, and maintaining a positive attitude. Leadership: Comfortable leading a team, providing feedback and coaching, and holding others accountable for performance. Adaptability & Execution: Able to balance speed with quality in a fast-paced environment where priorities can change quickly. Communication: Excellent verbal and written communication skills and communicates in a timely, clear, and professional manner. Technology: Extremely comfortable with technology and eager to learn new tools and systems. Previous experience with Shopify and Intercom is a plus. Problem-Solving: Loves the creativity that comes with problem-solving, finding root causes, and coming up with new solutions. Industry Knowledge: General knowledge of baby and kid gear is a plus but is not required Onsite Availability: Lives within commuting distance of Commercial Point, Ohio, and can work onsite at the warehouse at least two days per week. Compensation and Benefits: Compensation is commensurate with experience, skills, and education. Beyond cash compensation, we value work-life balance. You will have access to competitive PTO, parental leave and paid holidays. Benefits go above and beyond medical, dental, disability, and vision with additional options like employer paid basic life insurance plan, and discounts on all our Good Buys! We value diversity GoodBuy Gear, Inc. is an inclusive workplace and values diversity in its team members. We give all qualified applicants equal opportunity and we make hiring decisions based on job related factors. We do not discriminate based on any information on the application including race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity, pregnancy, genetic information, veteran status, or any other status.