Customer Operations Team Lead

About the role

The Customer Operations Team Lead at Waste Harmonics Keter is responsible for leading a team of 8–10 Customer Operations Professionals, ensuring the consistent delivery of exceptional operational support and customer experiences. This role focuses on driving team performance, coaching and developing employees, optimizing workflows, and maintaining alignment with departmental and organizational objectives.

Responsibilities

• Lead, coach, and develop a team of Customer Operations Professionals to achieve individual and team performance goals
• Foster a positive, collaborative work environment that promotes engagement, accountability, and continuous improvement
• Recognize and reward strong performance while providing timely coaching and performance feedback
• Monitor daily operational workflows to ensure efficient service delivery and balanced workload distribution
• Ensure team adherence to established processes, operational standards, and company policies
• Track and analyze key performance indicators (KPIs) to identify trends, coaching opportunities, and operational improvements
• Manage escalated customer and operational issues, ensuring timely resolution and a positive customer experience
• Partner with Segment Leads and fellow Team Leads to ensure consistent execution across the Customer Operations organization
• Identify opportunities to improve operational efficiency, customer satisfaction, and overall team performance
• Support the implementation of departmental initiatives, process improvements, and organizational changes
• Conduct regular one-on-one meetings, performance reviews, and career development conversations with team members
• Aid in onboarding, training, and mentoring new employees to ensure successful integration and long-term development
• Promote collaboration across Customer Operations, Finance, Sales, Relationship Management, and other cross-functional teams
• Perform other duties as assigned

Requirements

• A high school diploma or GED
• Proven experience in Customer Operations, customer support, account management, or a related operational environment
• Previous leadership or supervisory experience with responsibility for coaching and developing employees
• Demonstrated ability to improve team performance through effective coaching and accountability
• Experience managing escalated customer or operational issues with professionalism and sound judgment
• Strong organizational, time management, and decision-making skills
• Excellent verbal and written communication skills
• Ability to prioritize competing responsibilities in a fast-paced environment
• Strong collaboration and relationship-building skills across departments
• Commitment to fostering an inclusive, high-performing team culture

Qualifications

• High school diploma or GED required; Associate's or Bachelor's degree preferred

Skills

• Experience using CRM platforms and operational workflow management tools
• Knowledge of customer operations metrics, service-level agreements (SLAs), and performance reporting
• Experience analyzing KPIs to drive operational improvements and employee development
• Strong coaching, mentoring, and employee engagement skills
• Familiarity with continuous improvement methodologies and change management practices
• Experience supporting enterprise or multi-location customer operations preferred

Benefits

Competitive Compensation
Annual Bonus Plan at Every Level
Continuous Learning and Development Opportunities
401(k) Retirement Savings with Company Match; Immediate Vesting
Medical & Dental Insurance
Vision Insurance (Company Paid)
Life Insurance (Company Paid)
Short-term & Long-term Disability (Company Paid)
Employee Assistance Program
Flexible Spending Accounts/Health Savings Accounts
Paid Time Off (PTO), Including Birthday Off, Community Volunteer Hours, and a Friday Off in the Summer
7 Paid Holidays

Pay

Competitive compensation based on experience and qualifications

Schedule

Office-based role with flexible working hours to accommodate the needs of the team and customers