Customer Support Lead (Onsite)

Axon•Phoenix, AZ

14h•Onsite

About The Position

The Customer Support Lead of Global Return Operations is a key operational resource for the RMA Customer Support team, supporting the day-to-day execution of return-related customer support activities. This role coordinates team priorities, guides team members through complex and escalated requests, supports training, and promotes consistent execution of established return processes. The Lead is the first point of operational escalation for the team and works closely with the Customer Support Supervisor to identify process gaps, improve documentation, strengthen team knowledge, and maintain strong service for internal and external customers. This position is onsite at Axon’s Scottsdale, Arizona office and has no direct reports. The Lead works with Customer Support, Logistics, Technical Support, Customer Success, and other cross-functional groups to resolve return-related issues and support consistent customer experiences.

Requirements

At least 2 years of experience in customer support, operations, returns, logistics, or a related field.
Strong understanding of case management, operational prioritization, and customer support workflows, with the ability to manage competing priorities in a fast-paced environment.
Strong critical-thinking and problem-solving skills, including the ability to troubleshoot unfamiliar scenarios, connect information across processes, and recommend practical solutions.
Strong attention to detail, organization, and follow-through, with the ability to work independently and maintain consistent process execution.
Excellent verbal and written communication skills, including the ability to coach and support team members with varying levels of experience.
Experience with Google Workspace or Microsoft Office.

Nice To Haves

Experience serving as a subject-matter expert, trainer, mentor, or informal team leader.
Experience with Salesforce, MS Dynamics 365, or similar case management or ERP systems.
Experience with Sigma, Power BI, Tableau, or similar reporting tools.

Responsibilities

Coordinate day-to-day team priorities, balance workload across support queues, and ensure urgent, aging, or stalled requests receive appropriate attention.
Serve as the first point of escalation for team questions, complex return requests, and non-standard scenarios, providing guidance on RMA processes, warranty, product-specific workflows, special instructions, and cross-functional dependencies.
Train, coach, and support team members, including new hires, reinforcing process expectations and developing team knowledge, independence, and problem-solving skills.
Serve as a subject-matter expert for standard and specialized return processes and support escalated or high-touch requests requiring additional coordination, judgment, or attention to detail.
Maintain and improve process documentation, training materials, and reference guides; identify recurring knowledge gaps, process pain points, and opportunities for improvement.
Perform targeted quality reviews and operational spot checks, communicate recurring trends or reminders, and partner with the Supervisor on corrective or improvement actions.
Collaborate with Customer Support, Logistics, Technical Support, Customer Success, and other cross-functional teams to resolve return-related issues and support consistent customer experiences.
Participate in testing and validation of new workflows, tools, documentation, and system or process changes.