Customer Operations Team Lead

Waste Harmonics Keter • Stamford, CT

1h • $75,000 - $110,000 • Onsite

About The Position

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.

Requirements

• High school diploma or GED required
• 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

Nice To Haves

• Associate's or Bachelor's degree preferred
• 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

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
• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED