Customer Service Lead

The Customer Service Lead assists the eCommerce Assistant Manager in the efficient operation of Goodwill's customer service and marketplace account activities by providing day-to-day operational oversight of Customer Service Associates. This role ensures established goals related to customer satisfaction, marketplace performance, seller standards, response times, and service quality are achieved through consistent execution of customer service processes, marketplace requirements, and adherence to Goodwill Southern California policies and values.

What you'll do:

Customer Service & Marketplace Support

• Maintain working knowledge of customer service workflows and marketplace policies across assigned eCommerce sales channels.
• Respond to customer inquiries, order issues, and marketplace messages in a timely, professional, and solution-oriented manner.
• Resolve customer concerns related to orders, shipments, returns, refunds, and marketplace disputes, escalating complex issues as appropriate.
• Perform seller-side functions of assigned eCommerce marketplaces in accordance with marketplace standards, policies, and service-level requirements.

Team Leadership & Performance Management

• Provide day-to-day operational oversight of Customer Service Associates to ensure work is completed accurately, professionally, and within established response time standards.
• Assign work, monitor workflow, and follow up to ensure customer service expectations and marketplace performance goals are met.
• Observe Associate performance and provide real-time coaching and guidance to support service quality and operational effectiveness.
• Communicate performance observations, attendance concerns, customer trends, and operational issues to the Assistant Manager as appropriate.

Customer Experience & Continuous Improvement

• Review customer feedback, marketplace metrics, and service trends to identify opportunities for continuous improvement.
• Conduct quality reviews of customer communications and provide coaching to improve consistency, professionalism, and customer satisfaction.
• Partner with Operations, Production, and Marketplace teams to resolve order issues and improve the overall customer experience.
• Prepare routine summaries of customer service performance, marketplace trends, and recurring issues for leadership review.

Training & Process Support

• Support the onboarding and training of Customer Service Associates on customer service standards, marketplace policies, systems, and standard operating procedures.
• Reinforce adherence to established processes and identify opportunities to improve documentation, training materials, and workflow efficiency.
• Support implementation of process updates and new marketplace requirements.

Marketplace Compliance & Systems

• Monitor marketplace response times, seller metrics, and fulfillment standards to ensure compliance with platform requirements.
• Process return requests, refunds, shipment claims, and marketplace cases in accordance with company and marketplace policies.
• Utilize customer service, marketplace, and order management systems to accurately document customer interactions and case resolutions.

Safety, Compliance & Risk Awareness

• Promote a Safety-First culture by modeling safe work practices and reinforcing established safety procedures.
• Maintain a clean, organized, and professional work environment.
• Protect confidential customer and business information by following company policies and data security procedures.
• Comply with all company policies, marketplace requirements, and applicable regulatory guidelines.

What you bring:

• 1 year of supervisory experience.
• 1 year of e-commerce experience.
• High school diploma or general education degree (GED) preferred.

• Shift flexibility and overtime when needed.
• Ability to handle confidential information. 
• Ability to work with minimal supervision.
• Must have basic experience computer programs in a Windows environment, including Word, Excel and E-mail

Why You’ll Love It Here:

• Opportunity to grow within Goodwill’s retail leadership pathway.
• Supportive, mission-driven culture focused on developing people and strengthening communities.
• Work in a dynamic environment where teamwork, service, and purpose come together.

What's in it for you:

• Hourly Rate: $20.62
• Discount at Goodwill Socal retail locations
• Goodwill Perks: Discounts on dining, retail, theme parks and movies
• Employee Assistance Program: Mental and physical wellness, financial and legal resources and career and education partners

Full-time Positions are eligible for:

• Medical, dental, vision insurance
• Flexible Spending Account - FSA
• Life insurance403(b) retirement plan
• Paid time off (PTO) 
• Tuition Reimbursement

Join our mission to transform lives through the power of work — while growing your career with a purpose-driven retail organization making a lasting impact in Southern California communities.

#LI-DNI

Goodwill Industries in Southern California is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, disability or protected veteran status. If you'd like more information about your EEO rights as an applicant under the law, please click here: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

Goodwill gives preferential consideration to persons with barriers to employment.   Persons with disabilities are encouraged to apply. 

Equal Employment Opportunity

Goodwill is committed to a policy of equal employment opportunity for applicants and employees. 
Employment decisions will comply with all applicable laws prohibiting discrimination in employment including Title VII of the Civil Rights Act of 1964, the Age Discrimination Employment Act of 1967, the Americans with Disabilities Act of 1990, the Immigration and Nationality Act, and any other characteristic protected by federal or state law.  

Nondiscrimination on the Basis of Disabilities

In furtherance of our commitment to end discrimination against qualified disabled individuals, and in accordance with the provisions of Section 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act, and all regulations properly issued thereunder to protect the rights of qualified disabled persons, it is Goodwill's policy that no program or activity administered by it shall exclude from participation, deny benefits to or subject to discrimination any individual solely by reason of his or her disability.   Equal employment opportunity will be extended to qualified disabled persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.   We further affirm that we will provide reasonable accommodation to the known physical or mental limitations of an otherwise qualified disabled employee or applicant.  

It is the policy of Goodwill to provide reasonable accommodations for qualified persons with disabilities who are employees or applicants for employment.  If you need assistance for accommodations to interview because of a disability, please notify the Human Resources Department. 
Employment opportunities will not be denied to anyone because of the need to make reasonable accommodations for a disability.