Senior Customer Success Representative

Monument Metals is a fast-growing national precious metals dealer known for competitive pricing, exceptional customer service, and a strong reputation built on trust and transparency. We serve investors and collectors across the United States and take pride in creating a professional, customer-first experience in an industry where trust matters. We are seeking a proactive, detail-oriented Customer Success Team Lead to help support and guide our customer service operations. This is a hands-on leadership role ideal for someone who enjoys helping customers, improving processes, mentoring team members, and contributing to a fast-paced, growing company. This role combines customer support, operational coordination, and team leadership responsibilities. Key Responsibilities • Respond to customer inquiries via phone, email, and in-person interactions • Assist customers with orders, shipping questions, scheduling, product inquiries, and account support • Handle escalated customer situations with professionalism and problem-solving • Support and mentor customer service team members • Assist with onboarding and training new team members • Help maintain high standards for customer communication quality and response times • Monitor internal spreadsheets, operational workflows, refunds, reshipments, and shipping claims • Assist in reviewing and verifying suspicious orders • Coordinate with operations, shipping, and sales teams to improve customer experience • Identify opportunities to improve internal processes and operational efficiency • Help foster a positive, customer-focused, high-accountability team culture • Take on additional operational and support responsibilities as needed Qualifications • 2–5 years of customer service or customer operations experience required • Previous supervisory, team lead, or management experience preferred • Strong communication and interpersonal skills • Excellent organizational skills and attention to detail • Ability to remain calm and professional in fast-paced situations • Strong problem-solving and follow-through abilities • Comfortable working with spreadsheets, customer service software, and operational systems • Experience in eCommerce, financial services, logistics, or high-trust customer environments is a plus • Associate’s or Bachelor’s degree preferred What We’re Looking For The ideal candidate is: • Highly organized and dependable • Calm under pressure • Process-oriented • Customer-focused • A natural leader and team player • Comfortable taking initiative and solving problems • Passionate about delivering an exceptional customer experience Why Join Monument Metals? • Be part of a fast-growing company in a stable, high-demand industry • Work with a collaborative and supportive team • Opportunity for long-term growth and advancement • Competitive salary and benefits package • Help shape and improve customer operations in a growing business If you’re a proactive professional who takes pride in delivering excellent customer service, we’d love to hear from you! Apply today and be a part of a team that values trust, efficiency, and customer satisfaction. Job Type: Full-time Pay: $70,000.00 - $80,000.00 per year Benefits • 401(k) • Dental insurance • Health insurance • Paid time off • Vision insurance Work Location: In person