Customer Service Lead

We're a fast-growing product-based ecommerce business, and we need someone who can own the customer experience end to end — not a ticket-answering role, but the person who turns support into a real driver of retention, not just a cost center to manage.

You'll lead our customer support team, build the systems and standards that keep them accountable, and be the voice that connects what customers are telling us back to Product, Brand, and Ops.

What You'll Own

• Team leadership & accountability. Lead, manage, and hold the customer support team accountable — clear expectations, regular coaching, consistent performance across the board.
• Customer experience across every channel. Own the customer experience end to end, across all support channels — no gaps, no dropped threads.
• Reporting that leadership can act on. Own customer service reporting setup and maintenance across all channels, and define and track the core customer KPIs that actually matter.
• Communication standards. Own tone of voice, communication standards, and escalation rules — so every customer interaction feels consistent, whoever's handling it.
• Technical & product issue handling. Oversee assembly, safety, defect, and usage issues — when something's wrong with the product, you're the one making sure it gets resolved right.
• Spare parts & replacement workflows. Own requests, approvals, and fulfillment tracking — nothing falls through the cracks.
• Returns, refunds & logistics. Manage returns, refunds, and delivery issues in close coordination with the logistics team.
• Reviews & insights. Own the review management process — response guidelines, issue recovery, and the insights loop that feeds recurring problems back to Product, Brand, and Ops.
• Knowledge & documentation. Build and maintain FAQs, manuals, troubleshooting guides, and support templates — a self-serve knowledge base that reduces repeat tickets.

What Success Looks Like

• A support team with clear standards, consistent communication, and measurable accountability
• Reliable, up-to-date reporting across all channels that leadership can actually act on
• Recurring product/customer issues surfaced early and routed to the right team
• A documented, self-serve knowledge base that cuts down repeat tickets
• Improving trends across NPS, CSAT, response/resolution times, and review ratings — with return and replacement rates under control

About You

We need someone who's managed a real customer support team before, ideally inside a product-based (physical goods) business — someone who understands escalations, technical/product issue triage, and returns workflows aren't edge cases, they're the job.

You'll also bring:

• Team management, non-negotiable. Proven experience managing a customer service/support team, ideally in a physical-goods business.
• KPI ownership. A strong track record owning KPI reporting and using data to drive real operational decisions, not just report numbers.
• Escalation and issue-triage experience. Comfortable handling escalations, technical/product issue triage, and returns/replacement workflows.
• Communication skills. Excellent written and verbal communication — able to set tone-of-voice standards and coach a team on them.
• Cross-functional comfort. Works well with Product, Brand, and Logistics/Ops teams.
• Platform fluency. Experience with support/helpdesk platforms (e.g., Zendesk) and review management tools.
• People skills. Strong coaching, accountability, and conflict de-escalation instincts.

Nice to Have

• Ecommerce or marketplace experience (e.g., Amazon Seller Central)
• Experience managing distributed/remote teams across time zones
• Background building support documentation and self-service resources from scratch

What we offer?

• Competitive Compensation
• 100 % remote
• High level of autonomy and ownership

Why working with us?

At Jumpzylla we build products that bring families together and make everyday life a little more fun.

• Make a visible impact. Your ideas won’t disappear into layers of approvals. You’ll see your work influence real products, customers, and business results.
• Own it like it’s yours. We trust people to take responsibility, make decisions, and turn good ideas into action.d
• Grow with the business. We’re ambitious, fast-moving, and constantly improving—creating plenty of room for you to learn, stretch, and shape your role.
• Work with a truly international team. Collaborate with talented people across countries, cultures, and time zones, all working toward shared goals.
• No two days are exactly the same. From improving cash flow and building financial forecasts to analyzing performance and finding smarter ways to control costs, there is always a new challenge to take on.
• Win as one team. We value honest communication, reliability, mutual support, and people who care about the collective result—not just their own task list.
• Build something people genuinely enjoy. Our products create movement, laughter, and memorable family moments. That makes the hard work feel worthwhile.