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.