Customer Support & Fulfillment Team Lead
About the role
We are a direct-to-consumer supplement brand serving customers worldwide, with most of our customers based in the United States. We are looking for an experienced Customer Support & Fulfillment Team Lead to oversee our customer support operation and monitor the accuracy and performance of our fulfillment processes.
You will lead the Customer Support team, make sure our SOPs are followed, and ensure customer and operational issues are handled accurately and promptly. You will also oversee payment disputes and work closely with Fulfillment and Management to identify recurring problems and improve our processes.
This is a hands-on role combining team leadership, quality control, operational oversight, and reporting.
Key responsibilities
Core responsibilities
- Manage and support the Customer Support team in its daily work.
- Review customer conversations regularly and coach agents on quality, accuracy, tone, and SOP compliance.
- Ensure customers receive timely responses and that urgent, sensitive, or high-risk cases are prioritized.
- Monitor fulfillment cases, including order errors, replacements, address changes, shipping delays, lost packages, and tracking exceptions.
- Coordinate clearly and promptly between Customer Support, Fulfillment, Management, and other teams.
- Manage and oversee PayPal disputes, Shopify chargebacks, and other payment-related cases.
- Take ownership of escalated issues and follow them through to resolution.
- Maintain and improve SOPs as policies, tools, and workflows change.
Reporting and process improvement
- Prepare regular KPI reports for Management, covering ticket volume, response and resolution times, customer satisfaction, refunds, cancellation reasons, disputes, and fulfillment issues.
- Identify patterns in customer complaints, operational errors, and team performance.
- Recommend and help implement improvements to workflows, SOPs, customer experience, and fulfillment coordination.
- Escalate critical issues and recurring risks with clear context and recommended next steps.
Required experience and skills
- Previous experience as a Customer Support Team Lead, Customer Experience Manager, Operations Manager, or in a similar role, preferably in e-commerce.
- Experience leading or coordinating remote customer support teams.
- Hands-on experience with Shopify, including orders, customer accounts, refunds, cancellations, fulfillment statuses, and chargebacks.
- Experience with subscription-based e-commerce and platforms such as Loop Subscriptions or similar tools.
- Strong understanding of subscription workflows, including cancellations, skips, pauses, frequency changes, rebills, retention offers, and subscription-related complaints.
- Experience handling PayPal disputes and Shopify chargebacks, with an understanding of dispute prevention and chargeback reduction.
- Experience working with fulfillment centers, 3PLs, warehouses, or international fulfillment partners.
- Ability to investigate tracking issues, shipping exceptions, lost packages, replacement requests, address problems, and fulfillment errors.
- Experience defining, monitoring, and reporting Customer Support KPIs.
- Strong quality-control, auditing, analytical, and problem-solving skills.
- Experience writing, improving, and enforcing SOPs.
- Fluent English, both written and spoken, is required, as most of our customers are based in the United States.
- Strong leadership, communication, and organizational skills.
- Ability to make sound decisions independently and take ownership of issues through resolution.
Helpful additional experience
- Experience in the supplements, health, or wellness industry.
- Experience supporting customers with product-related concerns and escalating potential safety issues appropriately.
- Familiarity with customer support platforms, subscription tools, and reporting dashboards.
- German language skills are a plus.
A quick note for applicants
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