Customer Support Lead

Benefits: Competitive salary Dental insurance Employee discounts Health insurance Opportunity for advancement Paid time off Vision insurance Company parties Flexible schedule Training & development Customer Support Associate – Monmouth Cards (Remote/Hybrid - Must be based in NJ, NY, CT, or MA) Monmouth Cards is a fast-growing sports trading card company with both in-store and online operations. We serve customers across our retail stores, e-commerce website, live selling platforms, and marketplace channels. We’re looking for a Customer Support Lead to help oversee our customer service function, manage escalated customer issues, support our current customer service team, and ensure customers receive timely, accurate, and professional support. Key Details: Type: Part-time (potential for transition to full-time) Location: Remote / Hybrid (NJ, NY, CT, or MA required) Hours: Starting at 25 hours/week, with potential to grow to 40 hours What You’ll Do Customer Support & Communication 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 Team Oversight & Escalations 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 Chargebacks, Fraud & Shipping Investigations 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 Reviews & Customer Experience 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 Tools & Systems You’ll Use RingCentral Zendesk Klaviyo SMS Meta messaging platforms Walmart Customer Messaging Google Reviews Shopify Carrier tracking and claims tools Internal communication tools Qualifications and Skills: 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 Preferred Experience: Customer support, customer success, or customer operations experience Experience with Zendesk, RingCentral, Shopify, Klaviyo, or similar tools E-commerce or retail experience Experience handling chargebacks, fraud review, shipping claims, or order investigations Familiarity with sports cards, collectibles, or hobby retail is a plus but not required If you're looking for a hands-on role in a growing and exciting business, apply today and become part of the Monmouth Cards team! This is a remote position. Compensation: $18.00 - $25.00 per hour Monmouth Cards is one of the fastest-growing names in trading cards and collectibles. We sell across multiple retail locations in NJ, CT, and MA, online through our own store and major marketplaces, and live every week through streaming — meeting collectors wherever they are in the hobby, from first packs to high-end slabs. What sets us apart is how we operate. We move fast, sweat the details, and treat product knowledge and customer experience as the whole job, not an afterthought. Our team is made up of people who actually care about the hobby and bring real energy to every break, sale, and store visit. We're at a stage where the work is varied, the pace is quick, and the people who lean in get to grow with us. If you want to be part of building something real in the card space — not just clock in — you'll fit right in here.