Gardenheir is excited to expand our Catskills-based team and is hiring a Customer Service Lead at our Windham, NY location. This is a full time in-person role. Shifts are 9-5 daily, 40 hrs/week.
Because we receive a high volume of applications, please include a brief cover letter describing your interest in working with us. Thank you!
ROLE OVERVIEW
The Customer Service Lead is responsible for owning the customer experience across all support channels. This role balances hands-on customer communication with leadership, process improvement, and cross-team coordination. This role reports to the Operations Manager.
This role is ideal for someone who enjoys problem-solving, clear communication, and improving systems while working closely with a small, collaborative team.
DAILY RESPONSIBILITIES
• Serve as the brand voice, representing the company with professionalism and empathy in all customer communications
• Manage daily customer support through email, phone, and chat
• Resolve customer issues in a timely and effective manner, ensuring a positive experience for each individual
• Identify, document, and escalate product or fulfillment-related issues to the appropriate teams, collaborating to create effective solutions
• File shipping claims as needed, ensuring customers are informed throughout the process
• Track common issues and share insights with operations and fulfillment
• Develop and implement strategies to enhance customer service systems and meet company goals
• Establish response standards and workflows to remain best in class
• Train and mentor fulfillment and retail team, ensuring they are equipped to provide excellent support when needed
• Monitor customer service metrics and contribute reports for the Operations Manager
• Stay updated on product offerings and company policies to provide accurate and informed assistance to customers
QUALIFICATIONS
• 2+ years in customer service or e-commerce operations
• Experience leading or mentoring a team
• Excellent written and verbal communication skills
• Comfortable answering and making phone calls
• Strong organizational skills and attention to detail
• Calm, solution-oriented approach under pressure
• Ability to work as part of a team to achieve company initiatives and goals
BENEFITS INCLUDE
• Paid time off and vacation policy
• 401K with up to 6% employer matching contribution
• Employer-paid medical insurance contribution for full-time employees
• Generous employee discount
• Team dinners
• Annual profit-sharing bonuses
About Us
Gardenheir.com has quickly become a go-to resource for high-quality garden tools, apparel and home. We are a queer-led organization and a diverse, creative, inclusive team committed to building both great products and a respectful workplace.
We are primarily ecommerce-based but also have a physical shop location in Windham, NY, where we are headquartered.
Learn more at the site below.
