Customer Support Lead

Job Summary

Monmouth Cards is a fast-growing sports trading card company with both in-store and online operations. We are seeking a Customer Support Lead to oversee our customer service function, manage escalated customer issues, support our current customer service team, and ensure customers receive timely, accurate, and professional support.

Benefits

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

Key Details

• Type: Part-time (potential for transition to full-time)
• Location: Remote / Hybrid (NJ, NY, CT, or MA required)
• Hrs: 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
• 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
• Audit 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
• 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

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