Benefits:- Competitive salary
- Dental insurance
- Employee discounts
- Health insurance
- Opportunity for advancement
- Paid time off
- Vision insurance
- Company parties
- Flexible schedule
- Training & development
Customer Support Associate – Monmouth Cards (Remote/Hybrid - Must be based in NJ, NY, CT, or MA)
Monmouth Cards is a fast-growing sports trading card company with both in-store and online operations. We serve customers across our retail stores, e-commerce website, live selling platforms, and marketplace channels. We’re looking for a Customer Support Lead to help oversee our customer service function, manage escalated customer issues, support our current customer service team, and ensure customers receive timely, accurate, and professional support.
Key Details:- Type: Part-time (potential for transition to full-time)
- Location: Remote / Hybrid (NJ, NY, CT, or MA required)
- Hours: Starting at 25 hours/week, with potential to grow to 40 hours
What You’ll Do
Customer Support & Communication- Handle inbound customer phone calls via RingCentral
- Respond to customer inquiries across email, Zendesk, SMS, Meta, Walmart Customer Messaging, and other messaging channels
- De-escalate frustrated customers and provide clear, professional resolutions
- Follow up with customers on delayed, unresolved, or sensitive issues
- Maintain strong communication across all customer-facing channels
- Ensure customers receive accurate updates regarding orders, shipping, refunds, returns, and product concerns
Team Oversight & Escalations- Oversee the current customer service team’s daily support flow
- Review escalated cases and help determine the proper resolution
- Approve or deny refunds, replacements, credits, or exceptions based on company policy
- Ensure the customer service team is following internal policies and procedures
- Identify mistakes, inconsistencies, or gaps in customer communication
- Guide the team on how to handle difficult or unusual cases
- Help keep ticket queues clean, organized, and up to date
Chargebacks, Fraud & Shipping Investigations- Investigate customer chargebacks and gather supporting evidence
- Review fraud indicators before high-risk orders are shipped
- Help confirm customer identity or order legitimacy when needed
- Monitor suspicious orders or potential false information
- Assist with UPS, USPS, and carrier investigations when packages are missing, misdelivered, or delayed
- Help document findings and next steps for disputes, claims, or internal review
Reviews & Customer Experience- Assist with Google Review responses and customer follow-up
- Help encourage satisfied customers to share positive experiences
- Ensure public-facing responses are professional, accurate, and aligned with the company’s tone
- Protect the customer experience while also protecting the company from unnecessary losses or policy exceptions
Tools & Systems You’ll Use
- RingCentral
- Zendesk
- Klaviyo SMS
- Meta messaging platforms
- Walmart Customer Messaging
- Google Reviews
- Shopify
- Carrier tracking and claims tools
- Internal communication tools
Qualifications and Skills:
- Strong written and verbal communication skills
- Comfortably handle phone, email, and messaging support simultaneously
- Highly organized and detail-oriented
- Able to take ownership and follow through without reminders
- Comfortable switching between multiple tools and platforms
- Reliable and consistent with response times
Preferred Experience:- Customer support, customer success, or customer operations experience
- Experience with Zendesk, RingCentral, Shopify, Klaviyo, or similar tools
- E-commerce or retail experience
- Experience handling chargebacks, fraud review, shipping claims, or order investigations
- Familiarity with sports cards, collectibles, or hobby retail is a plus but not required
If you're looking for a
hands-on role in a growing and exciting business, apply today and become part of the
Monmouth Cards team!This is a remote position.