Job Overview

Express Employment Professionals is seeking an experienced Customer Service Lead for a growing company in the Dubuque area. This position plays a vital role in ensuring an exceptional online customer experience by overseeing day-to-day eCommerce operations, resolving complex issues, and coaching a small, dedicated customer service team.

The ideal candidate is detail-oriented, empathetic, and thrives in a fast-paced environment where leadership, organization, and communication make all the difference.

Key Responsibilities:

• Lead daily operations of the eCommerce Customer Service team, ensuring prompt, professional responses to customer inquiries via phone, email, and chat.
• Serve as the main point of contact for escalated customer issues, taking ownership of resolutions and maintaining a positive experience.
• Coach, train, and mentor team members to uphold service standards and enhance team performance.
• Monitor performance metrics (response time, resolution rate, customer satisfaction) and implement improvements as needed.
• Coordinate workloads and adjust priorities based on seasonal demand, call volume, and order activity.
• Oversee online order management, including returns, exchanges, refunds, and payment verification.
• Collaborate with fulfillment, marketing, and store teams to ensure accurate order processing and timely delivery.
• Maintain and update customer service documentation, FAQs, and training materials.
• Identify recurring issues and propose process enhancements to improve overall efficiency and customer satisfaction.
• Assist the E-Commerce Manager with team scheduling, workflow improvements, and performance evaluations.

Qualifications:

• Minimum of 3 years of experience in eCommerce customer service, retail support, or contact center leadership.
• Strong leadership, coaching, and mentoring skills.
• Excellent written and verbal communication with a customer-first mindset.
• Proficiency in Microsoft Office Suite; familiarity with ERP, CRM, and order management systems preferred.
• Ability to manage shifting priorities while maintaining composure and professionalism.
• Prior experience training others and documenting workflows a plus.
• Experience with AS400, Authorize.net, Modern Retail, Signifyd, Avalara, or YotPo is beneficial.

Schedule & Pay:

• Monday–Friday, standard daytime hours
• $22–$26/hour, depending on experience
• Hybrid schedule with 5 work-from-home days per month

Join a team that values collaboration, initiative, and exceptional customer experiences.