Customer Care Lead

Juliska•North Charleston, SC

2d•Onsite

About The Position

At Juliska and Capucine De Wulf, we believe beautiful brands are built by remarkable people. Every interaction with our customers is an opportunity to create connections, inspire confidence, and deliver the thoughtful service that makes our brands special. Our Customer Care team plays a critical role in bringing that promise to life through ensuring every customer feels valued, supported, and cared for from their first interaction through the entire customer journey. As our Customer Care Lead, you will serve as both a champion of customer experience and a day-to-day leader for our team. This role is an exciting opportunity for a service-minded leader who thrives on helping others succeed while remaining hands-on in delivering exceptional customer support. Working closely with the Customer Care Manager, the Customer Care Lead will provide guidance, coaching, and support to Customer Care Specialists while helping drive consistent execution, thoughtful communication, and continuous improvement. This person will serve as a trusted resource for the team, a first point of escalation for complex customer needs, and a role model for the World-Class service standards that define the Juliska experience. The ideal candidate is someone who leads with kindness, takes ownership, enjoys solving problems, and finds fulfillment in helping both customers and teammates have the best experience. They are equally comfortable jumping into a customer conversation, coaching a colleague through a challenge, or partnering cross-functionally to find creative solutions. This on-site position is based in North Charleston, South Carolina, and reports directly to the Customer Care Manager.

Requirements

Demonstrated success delivering exceptional customer service in a fast-paced environment
Previous experience mentoring, training, or informally leading teammates
A genuine passion for creating meaningful customer experiences and helping others succeed
Strong problem-solving skills with the ability to make thoughtful decisions independently
Strong attention to detail and organizational skills with the ability to balance competing priorities
Ability to lead by example while maintaining personal ownership of daily responsibilities
Collaborative mindset with the ability to build strong partnerships across departments
Comfort learning and navigating business systems; experience with Business Central a plus

Responsibilities

Lead daily operations, helping prioritize workload and ensuring timely, thoughtful responses to customer inquiries
Serve as a trusted resource by providing coaching, guidance, encouragement, and real-time support
Model exceptional service and communication standards
Act as the first point of escalation for complex customer concerns, partnering with the Customer Care Manager when additional support is needed
Coach team members through feedback and reinforce consistent customer care practices
Support onboarding and training, helping new team members understand our systems, processes, and Juliska service philosophy
Partner with the Customer Care Manager to identify opportunities for process improvements, increased efficiency, and better customer experience
Ensure customer orders are managed accurately throughout their lifecycle through proactive communication with customers and internal partners
Collaborate closely with Distribution, Ecommerce, Sales, Product Development and Operations teams to resolve customer needs quickly and effectively
Verify and release EDI orders and manually process non-EDI orders, replacements, and return authorizations as needed
Assist in maintaining customer care resources including knowledge articles, templates, documentation, and standard operating procedures
Monitor recurring customer issues and communicate trends and opportunities for improvement
Participate in special projects and departmental initiatives while remaining adaptable to evolving business priorities