Customer Support LeadCorzic Music

We're looking for someone with 2-8 years of experience as a Customer Support Lead to join our team. The ideal candidate will have strong customer service skills and experience leading support teams. As the Customer Support Lead, you will oversee the daily operations of our customer service experience at Corzic Music. You’ll guide a core team, resolve escalated issues, and help create a culture of responsiveness, clarity, and grace in every customer interaction. This role requires a team-first mindset, solid communication skills, and (preferably) a familiarity with musical instruments and gear. You’ll also collaborate cross-functionally with product, shipping, and purchasing teams to ensure customers are cared for with excellence and truth.

Key Responsibilities (KRAs)

📞 1. Customer Service & Escalations (50%)

Deliver excellent service through email, phone, and in-person contact while handling complex situations with care.

Tasks:

• Respond to customer emails, voicemails, and calls with clarity and kindness
• Manage returns, exchanges, and refunds per Corzic Music’s policy
• Handle escalated cases and resolve them with discernment and biblical grace
• Document customer issues and resolutions clearly in CRM

What Success Looks Like:

• Customer messages are responded to within 1 business day
• Escalated issues are resolved with minimal involvement from senior leadership
• Customers report feeling respected—even when problems arise
• Return and exchange transactions are processed accurately and fairly

 🤝 2. Team Leadership & Coaching (15%)

Support, coach, and develop a part-time support team to uphold Corzic Music’s standards.

Tasks:

• Assign daily tasks and manage shift scheduling
• Provide coaching on tone, empathy, and technical resolution
• Host brief, regular check-ins or training moments
• Reinforce consistency in processes and documentation

What Success Looks Like:

• Team members report clarity in their responsibilities
• Communication tone across the team is consistently professional and Christ-honoring
• Team coverage is well-managed, even during absences or peak volume
• Part-time team members are growing in confidence and independence

📦 3. Cross-Team Collaboration & Issue Resolution (25%)

Work with purchasing, warehouse, and product teams to ensure customer expectations are met.

Tasks:

• Track and communicate updates on out-of-stock or delayed items
• Offer and process swap options when items are unavailable
• Follow up with the warehouse on pickup/delivery timing for local orders
• Keep the customer updated proactively when delays occur

What Success Looks Like:

• Customers are informed about delays before they ask
• Inventory miscommunications are reduced due to your diligence
• Fewer customer cancellations occur thanks to helpful swap suggestions
• You’re seen as a reliable liaison between service and operations

📈 4. Process Improvement & Data Awareness (10%)

Use customer interactions to help the company learn and grow.

Tasks:

• Identify common pain points and suggest work-flow changes
• Help create or update SOPs for recurring service needs
• Track response times, escalation resolutions, and refund stats
• Use CRM data to spot patterns and opportunities

What Success Looks Like:

• Response times and escalation times are improving month-over-month
• At least one process improvement idea is proposed and implemented quarterly
• Leadership sees you as a problem-solver, not just a task manager
• Data is used to support decisions, not just anecdotal input

This team member will occasionally be tasked with other duties as needed to help drive to our Vision, fulfill our Mission, and abide by our Organization's Values.

• 2-8 years of experience as a Customer Support Lead (or Manager)
• Basic knowledge of musical instruments and gear
• Strong verbal and written communication
• Proven ability to lead or coach others effectively
• Excellent time and task management skills
• Comfortable using email platforms, spreadsheets, and ticketing systems
• Ability to remain calm and professional in high-pressure situations
• Strong problem-solving skills with attention to detail
• Experience working in fast-paced environments with changing priorities

Preferred:

• Bilingual or multilingual
• Experience with retail or e-commerce platforms
• Passion for helping musicians of all backgrounds

Corzic Music is a Florida-based musical instrument retailer that serves musicians of all skill levels, with a heart for worship leaders, students and those pursuing musical excellence. With a growing in-person and online presence, Corzic Music combines curated product offerings with expert guitar service including PLEK setups. Our mission, vision, values and overall approach are rooted in Biblical principles, with a commitment to integrity, excellence, and superior service