Customer Support Lead (Onsite)
Axon
Opportunity published from Greenhouse · applications stay with the original hiring source.
About the opportunity
Join Axon and be a Force for Good.
We are on a mission to Protect Life, pursuing society's most critical safety and justice issues with our ecosystem of devices and cloud software.
Life at Axon is fast-paced, challenging, and meaningful, offering you the chance to take ownership, drive real change, and grow while working for a mission that matters.
The Customer Support Lead of Global Return Operations serves as a key operational resource for the RMA Customer Support team, supporting day-to-day return-related activities.
Key responsibilities
- Coordinate day-to-day team priorities, balance workload across support queues, and help ensure urgent, aging, or stalled requests receive appropriate attention.
- Serve as the first point of escalation for team questions, complex return requests, and non-standard scenarios, providing guidance on RMA processes, warranty, product-specific workflows, special instructions, and cross-functional dependencies.
- Train, coach, and support team members, including new hires, while reinforcing process expectations and helping build team knowledge, independence, and problem-solving skills.
- Act as a subject-matter expert for standard and specialized return processes and support escalated or high-touch requests requiring additional coordination, judgment, or attention to detail.
- Maintain and improve process documentation, training materials, and reference guides while identifying recurring knowledge gaps, process pain points, and opportunities for improvement.
- Perform targeted quality reviews and operational spot checks, communicate recurring trends or reminders, and partner with the Supervisor on corrective or improvement actions.
- Collaborate with Customer Support, Logistics, Technical Support, Customer Success, and other cross-functional teams to resolve return-related issues and support consistent customer experiences.
- Participate in testing and validation of new workflows, tools, documentation, and system or process changes.
Qualifications
- 2+ years of experience in customer support, operations, returns, logistics, or a related field, with experience serving as a subject-matter expert, trainer, mentor, or informal team leader preferred.
- Strong understanding of case management, operational prioritization, and customer support workflows, with the ability to manage competing priorities in a fast-paced environment.
- Strong critical-thinking and problem-solving skills, including the ability to troubleshoot unfamiliar scenarios, connect information across processes, and recommend practical solutions.
- Strong attention to detail, organization, and follow-through with the ability to work independently and maintain consistent process execution.
- Excellent verbal and written communication skills with the ability to coach and support team members with varying levels of experience.
- Experience with Google Workspace or Microsoft Office required.
Nice to have
- Experience with Salesforce, MS Dynamics 365, or similar case management/ERP systems.
- Experience with Sigma, Power BI, Tableau, or similar reporting tools.
Benefits
- Competitive hourly pay
- Paid time off and company holidays
- Overtime eligibility
- 401(k) with employer match
- Paid parental leave for all
- Medical, Dental, Vision plans
- Fitness Programs
Job details
- Location: Onsite at our Scottsdale, AZ office
- Reports to: Customer Support Supervisor, Global Return Operations
Direct Reports
- Some roles may also require legal eligibility to work in a firearms environment.
About the company
At Axon, we connect with candor and care, seeking out diverse perspectives from our customers, communities, and each other. We are explorers pursuing society's most critical safety and justice issues, working together to reinvent the world to be a safer, better place.
Application: UpVagas lists this opportunity from the hiring company or its recruitment platform. The application is completed at the original source.
Full listing
UpVagas condensed repetitive or legal boilerplate to make this page easier to read. The original hiring source contains the complete job description.
