Goodwill Industries of South Florida · 14 hours ago
Lead E-Commerce Customer Service Agent
Miami Gardens, FL
Full-time
Onsite
Senior LevelGoodwill Industries of South Florida is seeking a Lead E-Commerce Customer Service Agent to play a critical role in their E-Commerce operation. This position involves providing hands-on support to customers while also acting as a team coach and liaison between customer service agents and the Director of E-commerce.
ApparelLaundry and Dry-cleaningLogisticsNon Profit
Responsibilities
Respond to customer inquiries through phone, email, and marketplace messaging portals with professionalism, empathy, and accuracy
Manage complex customer cases involving returns, disputes, shipment issues, negative feedback, or multi-channel concerns, escalating as needed to the Director
Resolve product, order, and shipping issues by collaborating with fulfillment, warehouse, and listing teams
Review and manage return requests, refunds, and claims through Amazon A-to-Z, eBay Resolution Center, and other platform-specific systems
Identify customer trends and feedback issues, and recommend adjustments to listings or internal processes
Provide day-to-day guidance and mentoring to the Customer Service Agent team to ensure performance consistency and adherence to SOPs
Monitor team workflows and provide real-time support or direction during high-volume periods
Support the onboarding and training of new team members, ensuring knowledge transfer regarding marketplaces, systems, and policies
Conduct periodic quality checks on team communications and provide feedback to support skill development and customer satisfaction
Maintain and update standard response templates, FAQs, and SOPs in collaboration with the Director, Administrative and Operational Support
Prepare weekly summaries or insights on customer service trends, team performance, and recurring issues for leadership review
Assist with scheduling coordination, shift coverage planning, and timekeeping accuracy for the team
Ensure team workspace remains clean, organized, and compliant with safety standards
Act as a liaison between the customer service team and other E-Commerce units (e.g., listing, shipping, returns)
Assist with maintaining updated SOPs, FAQ resources, or customer response templates to promote consistency across support channels
Perform all other duties as assigned
Qualification
Required
Demonstrates leadership and initiative
Strong understanding of E-commerce customer experience best practices
Experience with online platforms such as eBay, Amazon, ShopGoodwill, Shopify
Ability to respond to customer inquiries through phone, email, and marketplace messaging portals with professionalism, empathy, and accuracy
Experience managing complex customer cases involving returns, disputes, shipment issues, negative feedback, or multi-channel concerns
Ability to resolve product, order, and shipping issues by collaborating with fulfillment, warehouse, and listing teams
Experience reviewing and managing return requests, refunds, and claims through Amazon A-to-Z, eBay Resolution Center, and other platform-specific systems
Ability to identify customer trends and feedback issues, and recommend adjustments to listings or internal processes
Experience providing day-to-day guidance and mentoring to a team
Ability to monitor team workflows and provide real-time support or direction during high-volume periods
Experience supporting the onboarding and training of new team members
Ability to conduct periodic quality checks on team communications and provide feedback
Experience maintaining and updating standard response templates, FAQs, and SOPs
Ability to prepare weekly summaries or insights on customer service trends and team performance
Experience assisting with scheduling coordination, shift coverage planning, and timekeeping accuracy
Ability to ensure team workspace remains clean, organized, and compliant with safety standards
Experience acting as a liaison between customer service team and other E-Commerce units
Ability to assist with maintaining updated SOPs, FAQ resources, or customer response templates
Preferred
Experience with Upright Labs and CashMonkey
Company
Goodwill Industries of South Florida
Miami | Ft. Lauderdale | Keys - Your support funds job training for people with disabilities & other barriers to work.
Founded in 1959
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
David Landsberg
CEO
Mauricio Hernandez
Chief Operating Officer
Recent News
Seattle TechFlash
2025-04-11
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