Job Overview
SITKA Gear is seeking a Customer Service Lead to support the daily operation of our Customer Service team and help deliver an exceptional consumer experience across every interaction. Reporting to the Consumer Operations Leader, this role serves as a subject matter expert and operational resource for Customer Service Associates while helping ensure consistent execution of service standards. The Customer Service Lead is a hands-on role focused on supporting team performance, resolving escalated customer concerns, reinforcing training, and maintaining operational excellence. This position works closely with the Consumer Operations Leader and Warranty Services Manager to provide a seamless consumer experience and support continuous improvement initiatives.
Key Responsibilities
Daily Operations Support
- Support the day-to-day operation of the Customer Service team.
- Assist with workload prioritization and queue management.
- Help ensure service level expectations and response time goals are achieved.
- Monitor customer interactions and identify opportunities to improve service execution.
- Serve as a resource for Customer Service Associates throughout the day.
Escalation Management
- Act as the first point of escalation for complex customer issues.
- Partner with the Consumer Operations Leader and Warranty Services Manager to resolve unique customer situations.
- Ensure escalated issues are documented and communicated appropriately.
- Help identify recurring customer concerns and service challenges.
Training & Team Support
- Assist with onboarding and training new Customer Service Associates.
- Reinforce customer service standards, product knowledge, and best practices.
- Provide peer coaching and guidance to team members.
- Help identify training opportunities and knowledge gaps.
- Support ongoing development of the customer service team.
Service Quality
- Assist with quality assurance reviews and customer interaction evaluations.
- Provide feedback to associates on service execution and customer communication.
- Reinforce SITKA's customer service standards and brand expectations.
- Help maintain consistency across all customer communication channels.
Documentation & Process Support
- Assist in maintaining customer service SOPs, knowledge base articles, and internal resources.
- Support implementation of new customer service initiatives and processes.
- Identify opportunities to improve workflows and consumer experience.
- Provide operational feedback and recommendations to the Consumer Operations Leader.
- Partner with the Warranty Services Manager to ensure a seamless post-purchase consumer experience.
- Communicate recurring customer feedback and trends to internal stakeholders.
- Support consumer-focused initiatives across the organization.
Preferred Qualifications
- 3+ years of customer service experience.
- Demonstrated ability to resolve complex customer situations.
- Strong communication and interpersonal skills.
- Excellent organizational skills and attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience using CRM platforms such as Zendesk.
- Proficiency in Microsoft Office, including Outlook, Word, and Excel.
- Knowledge of customer service metrics and service standards.
- Experience creating training materials or process documentation.
- Previous SITKA Gear product knowledge or experience.
Pay: $26.00 per hour
Application Question(s):
- Do you participate in or have a strong interest in hunting?
Work Location: In person
