What are the responsibilities and job description for the Customer Operations Team Lead position at Waste Harmonics Keter?
Customer Operations Team Lead
Who We Are
We are Waste Harmonics Keter, your partner in handling complex waste operations.
Growing steadily for nearly 25 years, we have become the choice provider for managed waste services by pairing high-touch, white-glove customer service with data-driven, tech-enabled programs. From developing proprietary monitoring technology to linking arms with other industry leaders to strengthen our operations, we have a storied history of doing what's needed to serve our customers well.
Who We're Looking For:
The Customer Operations Team Lead 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.
The ideal candidate is a collaborative and results-driven leader who thrives in a fast-paced environment. They are passionate about developing people, improving processes, and fostering a culture of accountability while delivering operational excellence.
What You'll Be Doing:
- 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
- Assist with 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
What You'll Bring to the Table:
- High school diploma or GED required; Associate's or Bachelor's degree preferred
- 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
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
What's Good to Know:
- Office-based role with responsibility for leading a team of Customer Operations Professionals
- Regular collaboration with Segment Leads, Operations, Sales, Finance, Relationship Management, and other business partners
- Fast-paced environment focused on operational excellence, customer experience, and continuous improvement
- Opportunity to influence team culture, operational performance, and employee development across the Customer Operations organization
What We Bring to the Table:
- 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
At Waste Harmonics Keter, we celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome candidates from all backgrounds to apply.
Salary : $75,000 - $110,000