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.

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 Own the returns process and ensure all returns are processed timely and accurately 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 Familiarity working with Shopify (Gorgias a plus) 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

ABOUT THE ROLE AT GARDENHEIR

This role is ideal for someone who enjoys problem-solving, clear communication, and improving systems while working closely with a small, collaborative team.

ABOUT GARDENHEIR

Founded in 2021, Gardenheir.com has quickly become a go-to resource for high-quality garden tools and apparel. We are a queer-led organization and a diverse, creative, inclusive team committed to building both great products and a respectful workplace.

Learn more:

BENEFITS INCLUDE

Paid time off and vacation policy 401K 50% employer-paid medical insurance for full-time employees Generous employee discount Annual profit-sharing bonuses Because we receive a high volume of applications, please include a brief cover letter describing your interest in working with Gardenheir. You're welcome to include any relevant social links as well—find us on Instagram @thegardenheir.

Pay:

$27.00 - $30.00 per hour

Benefits:

401(k) Employee discount Health insurance Paid time off

Education:

High school or equivalent (Required)

Language:

English (Required) Shift availability: Day Shift (Required) Ability to

Commute:

Windham, NY 12496 (Required)

Work Location:

In person