Customer Support Lead

Job description

**Location:** Griffith, IN (On-site) **Starting Pay:** $24/hour Loopy Cases is a family-founded, direct-to-consumer eCommerce phone accessory brand built on creating products people love and experiences they remember. As we continue to grow, we're looking for a Customer Support Lead to coach our support team to ensure every customer interaction reflects the care and quality our brand was built on. As our Customer Support Lead, you'll be responsible for the day-to-day leadership of a team of Customer Support Representatives, ensuring customers receive timely, high-quality support while helping your team grow professionally. You'll serve as the first line of leadership for the department, balancing people leadership, ticket management, coaching, and operational execution. This role is ideal for someone who enjoys developing others, solving complex customer issues, and creating an environment where accountability, collaboration, and continuous improvement are part of everyday work. **What You'll Do** - Lead, coach, and support a team of Customer Support Representatives through regular one-on-ones and ongoing feedback. - Monitor ticket queues and team performance to ensure customer inquiries are handled efficiently and within department response goals. - Resolve escalated customer issues with professionalism, empathy, and sound judgment. - Conduct performance evaluations and partner with management on coaching and disciplinary processes when needed. - Assist with training and onboarding in the absence of the department trainer. - Support the implementation of new processes and operational improvements. - Collaborate with the Customer Support Manager and Director to help the department succeed. - Take on additional projects and responsibilities as needed. **What You'll Bring** - 2+ years of experience leading or supervising a team and 3+ years of customer support experience, preferably in an eCommerce environment. - Strong written and verbal communication skills. - Excellent customer service and de-escalation abilities. - Proven leadership, coaching, and people management skills. - Strong attention to detail and problem-solving abilities. - Experience with Google Workspace and customer support platforms such as Shopify, Gorgias, ShipStation, AfterShip Returns, and Agorapulse (or similar). - A willingness to learn, accept feedback, and continuously improve. - Full-time on-site availability (40 hours per week). **Why You’ll Love It Here** - End-of-year performance-based bonus - 401(k) option with a dollar-for-dollar match of up to 4% of yearly earnings, fully vested immediately - 12 days PTO - Optional health, dental, and vision insurance - Bicycle Benefit, 50% paid by Loopy with the purchase of a helmet up to $750 once per year - Wellness Benefit, 50% paid by Loopy on all sports and wellness equipment up to $200 once per year **Ready to Apply?** If you're excited about leading people, solving problems, and creating exceptional customer experiences, we'd love to hear from you. Apply today and help us continue delivering the outstanding support our customers have come to expect!