Customer Support Lead

Overview

We are seeking an experienced customer service leader to build upon the foundation of our existing Customer Support function and elevate the experience we provide to every customer across our direct and business channels. This leader will ensure that inquiries, orders, and customer concerns are handled with clear, prompt, and accurate communication across phone, email, and CRM tickets. Partnering with our sales, shipping, and manufacturing teams, this leader will be responsible for overseeing the processes, standards, and reporting needed to support our growing customer base. Reporting directly to Head of Sales, this leader will be responsible for the Customer Support function and will manage our current Customer Support professional. As a hands-on leader, they will remain closely involved in customer interactions while setting the standard for service, developing the team as it grows, and ensuring that all customer and order information is accurately captured in our CRM. This leader is responsible for the quality, consistency, and responsiveness of the customer experience at this company.

Responsibilities

• Customer Support Leadership – Own the Customer Support function, including inquiries received by phone, email, and CRM ticket. Set clear standards for response time, accuracy, and tone to ensure every direct and business customer feels supported, and serve as the escalation point for complex or sensitive issues.
• Team Management – Manage, coach, and develop the current Customer Support professional and any future team members, including setting expectations, providing regular feedback, and ensuring appropriate coverage. Attract, retain, and mentor talented people as the function grows.
• Problem Solving – Oversee the research and resolution of issues related to orders, product and installation questions, shipping updates, and general customer concerns. Identify recurring themes with data and work with the relevant teams to address their root causes.
• Relationship Building – Lead follow-up calls with existing customers to ensure satisfaction and maintain strong, lasting relationships.
• Order & CRM Management – Ensure that customer interactions and order details are entered, updated, and tracked accurately in our CRM system. Develop and maintain the workflows and best practices needed to keep information accurate and current as the business scales.
• Cross-Department Collaboration – Work closely with sales, shipping, and manufacturing teams to support customer needs and ensure smooth order execution. Share customer feedback with these teams to inform improvements across the business.
• Process & Documentation – Develop and maintain Customer Support processes and reference materials to ensure service is delivered consistently across the team.
• Reporting – Track and report on key Customer Support metrics, including response time, resolution time, and customer satisfaction, to senior leadership.

Requirements

• 4+ years of experience in customer service, support, or a related role, including prior experience leading or supervising a team.
• Demonstrated success owning or building a Customer Support function, with a track record of strong customer satisfaction and responsiveness.
• Experience entering, updating, and tracking customer interactions and order details in a CRM or ticketing system.
• Experience working cross-functionally with other teams to resolve customer issues and ensure smooth order execution.
• Strong written and verbal communication skills, with the ability to provide clear, prompt, and accurate information to customers and colleagues.
• Automotive industry knowledge or a strong personal interest in performance automotive products is a plus.

Pay: $73,000.00 - $78,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Ability to Commute:

• Fort Washington, PA 19034 (Required)

Work Location: In person