Customer Support Lead - Master Electronics
Phoenix, AZ 85034
About the Job
Join Master Electronics as the Customer Support Lead and be the friendly face (and voice!) that keeps our clients smiling. You’ll steer a talented team that tackles client inquiries with grace, solving mysteries of order status, quotes, and the ever-important post-order experience. Your mission? Cultivate team magic, transforming everyday support into loyalty-building experiences.
Your superpowers include juggling calls, emails, and tickets while keeping client expectations in check and disputes resolved. Collaborate across departments to ensure every customer interaction feels seamless and trusted, and report back with ideas to make things even better. With a sharp eye for detail, you’ll streamline workflows, lead improvement initiatives, and oversee approvals, making our support system run like a dream. We’re looking for someone who’s proactive, customer-obsessed, and ready to keep the Master Electronics reputation shining bright!
If you’re a people-positive problem solver with a knack for sparking customer loyalty, this role’s calling your name!
Pay Range: $25-$27/ Hourly
What you will do?:- Lead and inspire a high-performing Customer Support team handling inbound calls, emails, and tickets with top-notch service
- Oversee approvals and ensure smooth support processes that follow company guidelines
- Guide team members with feedback and support, creating a collaborative, customer-focused environment
- Jump in on order placement, status updates, quotes, and post-order follow-ups as needed
- Partner with internal teams to provide consistent, timely responses to client requests
- Keep response times within SLA targets, ensuring reliable, dependable support
- Drive customer loyalty by managing expectations, resolving disputes, and keeping clients in the loop
- Report on customer insights and suggest improvements that elevate the customer experience
- Identify and lead process enhancements that streamline workflows and improve efficiency
- Analyze customer feedback and take proactive steps to refine the support experience
- Support additional projects as assigned by Sales Operations leadership
- Passionate about helping others, aligned with our mission to "use our collective superpowers to do significant good."
- Excellent communicator with a professional, clear, and positive style
- Contributes to team initiatives and process improvements
- High integrity, fast learner, and adaptable
- Skilled at managing customer expectations on orders, lead times, and requests
- Experienced with SaaS ticketing systems and managing service levels to meet client needs
- Strong problem-solver focused on finding root causes
- Collaborative team player with a positive, motivating attitude
- Works independently, managing tasks efficiently with solid desktop tech skills (Microsoft Office, Outlook, etc.)
- High school diploma (required), bachelor’s degree (preferred)
- 4+ years of experience in customer service or contact center roles
Stay Healthy: World-class and affordable insurance plans ensure you and your family stay healthy
Secure Your Future: 401(k) match program where you are vested from day-one
Invest in Your Education: Tuition assistance empowers you to further your education and career
Employee Assistance Program (EAP) and other incentives: Access to ComPsych, Healthcare Advocate, Working Advantage Discount Program, and more
Enjoy Work-Life-Harmony: Paid holidays, PTO accrual, Floating Holiday, and supportive personal and parental leave policies
Do Significant Good: Company-sponsored donation match 3 for 1, Volunteer Time Off (VTO) to give back to the community, and Employee Resource Groups
Provide Additional Financial Security: Company-funded and voluntary AD&D Life Insurance for you and your loved ones
If you want to learn more about our comprehensive benefits, visit: https://careers.masterelectronics.com/benefits-wellness
Equal Opportunity Employer:
Master Electronics has a fast-paced and entrepreneurial environment, which requires a professional, flexible self-starter attitude. Headquartered in Phoenix, AZ, Master Electronics is a leading global authorized distributor of electronic components. For more than half a century, our family-owned company has remained focused on strong relationships, responsive service and added value. This is how Master Electronics has grown to serve hundreds of thousands of customers in partnership with hundreds of world-class suppliers. Master Electronics, a leading global authorized distributor of electronic components, is committed to providing equal employment opportunities for all applicants and employees. The Company does not unlawfully discriminate on the basis of race, color, creed, pregnancy, religion, sex, national origin, age, disability, veteran, marital, or any other protected status. The Company also makes reasonable accommodations for disabled employees. Finally, Master Electronics prohibits the harassment of any individual based on their protected status. This policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, transfer, and social and recreational program.