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Service Support Lead (100% Remote)
Posted 17 days ago
50+ Applicants
Required Skills
Customer Success
Customer Support Services
Customer Service Management
Preferred Industry Experience
Job Description

Our Customer's mission is to create groundbreaking sports innovations, by making their products more sustainable, building a creative and diverse global team, and making a positive impact in the communities where we live and work. Their purpose is to bring inspiration and innovation to unite the world through sport to create a healthy planet, active communities, and an equal playing field for all.

We are seeking an innovative and highly motivated Service Support Lead on a contract basis to support our customer's business needs. In this role, you will act as a direct liaison between internal and external business partners to analyze and help resolve escalated or complex consumer-related issues, with the end goal being a win-win resolution. You will respond efficiently, accurately, and professionally to a variety of escalated consumer transactions/inquiries through verbal (telephone), written, and electronic communication, acting as a consumer advocate while protecting and promoting integrity and sound business practices.

What you'll do:

  • Customer-facing and answering incoming emails and calls from customers, account team members, and internal partners.
  • Ensure orders are accurately received and maintain them for delivery in line with customer expectations.
  • Proactively address issues through problem-solving, collaboration, and escalation.
  • Partner with management, Business Analysts, Systems Analysts, and Production Support.
  • Share best practices and serve as a mentor to team members to support the training and development of individuals.
  • Will be asked to communicate effectively and apply judgment, decision making, and knowledge of job and Business to teammates and other internal contacts.
  • Responsible for monitoring workload volumes and working with teammates and management to ensure timely resolution.
  • Responsible for properly utilizing phone and computer systems and following established department policy and procedures.
  • Act as a liaison between the business unit/brand and the consumer services team, seeking out relevant information to bring back to the team.
  • Assist in providing employee performance feedback/response call coaching to team and management.
  • Proactively provide relevant information to teammates to enhance customer service.
  • Continually seek business process improvements through the use of technology, new procedures, and criteria review.
  • Communicate, recommend, and implement solutions.
  • Complete special projects as needed.


  • 2 years of related work experience in lieu of a degree.
  • Minimum 3 years experience in Customer Service, Retail, and/or Sales, including 1 year of experience in a lead or supervisory role.
  • Strong Logistics/Operational experience.
  • Understanding of customer service values and behaviors.
  • Strong Customer Service skills are critical, including experience with escalated customer service issues.
  • Experience providing Customer Service via multiple methods (phone, email, live chat, face-to-face, postal mail, etc.) desired.
  • Strong problem-solving/resolution-oriented skills.
  • Superior decision-making skills, including the ability to quickly understand and analyze new information and situations.
  • Strong multi-tasking and organizational skills.
  • Must demonstrate initiative and the ability to work independently within a diverse team environment.
  • Exceptional oral and written communication skills.
  • Experience using and/or knowledge of all our Client's Apps is also beneficial.
  • Must have computer skills and knowledge in MS Word, Windows, Excel, and Power.
  • Must be a team player and have the ability to prioritize workloads.


  • Bachelor's degree in Business or related field required.

Hours & Location:

  • M-F, 20 hours/week. This role will be 100% remote.

Perks are available through our 3rd Party Employer of Record

  • Health Benefits: Medical, Dental, Vision, Life (including spouse &child), 401k, STD/LTD, AD&D, And Commuter Benefits program.

Start Date
October 2022
End Date
October 2023
Flex Factors
Work Type Project
Schedule 20 hours / week
Work Remote Yes (100%)
Travel No