[Remote] Lead Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Alphapointe is a non-profit agency dedicated to empowering people with vision loss. The Lead Customer Support Specialist provides guidance and support to the Customer Service team, handles customer inquiries, and ensures service quality and consistency while assisting in training and process improvements.ResponsibilitiesPerform all duties of a Customer Support Specialist, including responding to customer inquiries, processing orders, initiating RMAs, and troubleshooting customer issuesAct as a primary resource and point of contact for team members when they need guidance on procedures, complex customer requests, or system-related questionsUtilize the company’s report server to proactively identify orders impacted by back-orders (item-specific or time-related) and communicate potential delays or resolutions to customers and the teamAssist management by monitoring daily workload distribution to ensure coverage of phones, emails, and order processing tasksHandle escalated customer issues and work collaboratively with other departments (Sales, Shipping, Production, etc.) to drive timely and satisfactory resolutionsSupport training of new and existing team members on processes, systems, and best practicesProvide feedback to management regarding team performance, process gaps, and potential improvementsAssist in developing and updating standard operating procedures and customer service guidelinesFoster a positive, team-oriented environment, encouraging collaboration and knowledge sharing among Customer Support SpecialistsStay current on company products, services, policies, and customer programs to serve as a subject matter expert for the teamSkillsHigh school diploma or equivalent (associate or bachelor's degree preferred)3+ years of customer service or client support experience, preferably in a call center or account management environmentProven ability to handle complex or escalated customer issues with professionalism and poiseExcellent communication skills—both written and verbal—with a strong customer-first mindsetStrong organizational skills and attention to detailAbility to mentor peers and provide constructive guidance without formal supervisory authorityProficient in Microsoft Office (Outlook, Excel, Word)Experience using data tools such as a report server to analyze and interpret order and inventory statusPrior experience in a lead or senior customer service roleStrong problem-solving and decision-making skillsAdaptability in a fast-paced, evolving work environmentHighly developed multi-tasking skillsBenefitsMedical, dental, vision and life insuranceShort and long term disabilityVacation and sick timePaid holidaysFlexible spending optionsGenerous 401(k)Company OverviewAlphapointe provides plastics molding, office products, janitorial, sewing, retail and contract management services. It was founded in 1911, and is headquartered in Kansas City, Missouri, USA, with a workforce of 201-500 employees. Its website is https://www.alphapointe.org.