Customer Care Lead

Location: Commercial Point, OH

Position Type: Full-Time, Hybrid

Schedule: Monday-Friday, with a minimum of 2 days per week onsite at our Commercial Point warehouse. This is a hybrid position and is not fully remote.

About GoodBuy Gear

GoodBuy Gear is the leading recommerce platform for baby and kid gear, transforming how families buy and sell secondhand. We are building a smarter, more sustainable future for commerce through operational excellence, technology, and an exceptional customer experience.

The Role

We’re seeking a Customer Care Lead to own and elevate the customer experience across all touchpoints. This person will lead our Customer Care team, oversee day-to-day support operations, coach and develop team members, and identify opportunities to continuously improve our processes, tools, and overall customer experience.

This is a hands-on leadership role. The Customer Care Lead will support the team when needed while also looking beyond individual customer interactions to identify trends, address root causes, and improve how the business operates.

The ideal candidate sees what needs to be done and moves it forward. They take ownership, make sound decisions, follow through, and close the loop without waiting for detailed direction. They balance customer satisfaction with company policies, operational realities, and the overall health of the business.

This role will be responsible for ensuring the Customer Care team consistently delivers a high-quality experience while meeting established goals for response time, resolution time, quality, and customer satisfaction.

Key Responsibilities

• Team Leadership: Lead and support the Customer Care team in day-to-day operations, provide ongoing feedback, coaching, and development, identify performance gaps, and take action quickly. Build a team culture that is engaged, accountable, and continuously improving.
• Own the customer experience: Ensure customer interactions consistently meet or exceed company standards, handle escalations and sensitive situations, and monitor customer sentiment and trends to identify opportunities to improve the experience.
• Drive Operational Excellence: Oversee customer support queues to ensure timely responses and quality resolutions. Identify inefficiencies and implement process improvements, continuously improve macros and AI guidance, and proactively surface recurring site, process, and customer issues to Operations, Virtual, Product, and leadership.
• Use Data to Improve the Business: Leverage customer feedback, support data, and performance metrics to identify opportunities for improvement. Regularly evaluate processes, tools, and workflows, and look beyond individual customer conversations to identify root causes and broader operational opportunities.
• Drive Issues to Resolution: Proactively identify risks and recurring problems, establish clear owners and deadlines, communicate progress, and follow through until issues are fully resolved.