Customer Service Lead

Customer Service Lead

Location: Newbury Park, CA
Pay: $25 - $27 per hour, DOE
Schedule: Monday-Friday 7:30 AM to 4:00 PM

A fast-growing e-commerce company specializing in curated travel-sized and trial-sized products for both retail and wholesale clients. Their clients include major corporations, non-profit organizations, and individual consumers who rely on them for efficient, high-quality service. Since day one, customer satisfaction has been at the core of their business. They are passionate about delivering timely, personalized support that builds lasting customer relationships. If you're looking for a company that values your contributions and initiative, we'd love to meet you.

Your Responsibilities Would Be:

• Manage and mentor a small team of on-site Customer Service Representatives (CSRs)
• Train and coach staff on client-specific service guidelines and procedures
• Monitor team performance and productivity, ensuring a high level of service quality
• Serve as the primary liaison to client accounts for all customer service matters
• Provide proactive communication to clients regarding service updates, feedback, or issues
• Ensure all service commitments are met and that communication loops are closed efficiently
• Coordinate with Sales, Account Management, and Operations to ensure aligned customer support
• Prepare periodic billing and reporting related to customer service work performed for clients
• Maintain oversight of order changes, returns, exchanges, and issue resolution
• Oversee the processing of customer orders, shipping label generation, and special fulfillment cases
• Greet and assist on-site visitors professionally as part of office management support
• Step in when needed to directly handle customer emails, phone calls, and service tasks
• Support a positive, problem-solving environment where client satisfaction is the top priority
• Continuously identify and implement process improvements
• Execute special projects or administrative tasks as assigned by leadership

What We're Looking For:

• Dependable; You're punctual, reliable, and committed to consistent performance
• Excellent Communicator; You can communicate clearly and professionally with staff, clients, and internal teams
• Organized & Detail-Oriented; You thrive on systems, accuracy, and follow-through
• Experienced Leader; You have previous experience managing people and processes in a service environment
• Self-Motivated; You take initiative, solve problems independently, and "own" your responsibilities
• Flexible & Adaptable; Comfortable managing a wide variety of tasks in a fast-paced, evolving business
• Tech-Savvy; Proficiency in Microsoft Office, Familiarity with Shopify or other e-commerce platforms is a plus

Apply Today.
Compensation / Pay Rate (Up to): $25.00 - $27.00