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Axon is seeking a Customer Support Lead for Global Return Operations to join its Scottsdale, AZ office. This role serves as a key operational resource for the RMA (Return Merchandise Authorization) Customer Support team, supporting day-to-day execution of return-related customer support activities.
You will coordinate team priorities, provide guidance on complex and escalated requests, train and support team members, and ensure consistent execution of established return processes. As the first point of operational escalation for the team, you'll work closely with the Customer Support Supervisor to identify process gaps, improve documentation, strengthen team knowledge, and maintain high-quality service for internal and external customers.
Key responsibilities include:
- Coordinate day-to-day team priorities, balance workload across support queues, and 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, and cross-functional dependencies
- Train, coach, and support team members, including new hires, while reinforcing process expectations and building team knowledge and problem-solving skills
- Act as a subject-matter expert for standard and specialized return processes, supporting escalated or high-touch requests requiring additional coordination and attention to detail
- Maintain and improve process documentation, training materials, and reference guides while identifying recurring knowledge gaps and process improvement opportunities
- Perform targeted quality reviews and operational spot checks, communicate trends, and partner with the Supervisor on corrective actions
- Collaborate with Customer Support, Logistics, Technical Support, Customer Success, and other cross-functional teams to resolve return-related issues
- Participate in testing and validation of new workflows, tools, documentation, and system or process changes
Reports to: Customer Support Supervisor, Global Return Operations. No direct reports.
Requirements:
- 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 Salesforce, MS Dynamics 365, or similar case management/ERP systems preferred
- Experience with Google Workspace or Microsoft Office required; Sigma, Power BI, Tableau, or similar reporting tools a plus
