Customer Care Team Leader

About the role

TOMRA is seeking a Customer Care Team Leader to build and manage a high‑performing support team serving its European markets. You will guide Customer Care Specialists, ensure service excellence, and collaborate with cross‑functional teams to drive continuous improvement.

Key responsibilities

• Lead, coach, and develop a team of Customer Care Specialists, fostering a supportive and growth‑focused environment.
• Monitor daily operational metrics such as SLA compliance, response and resolution times, first‑contact resolution, and customer satisfaction.
• Plan staffing and shift schedules to guarantee reliable coverage across European operating hours.
• Promote a remote‑first service model by enhancing troubleshooting processes, case ownership, and preventive actions.
• Identify recurring issues, lead improvement initiatives, and contribute to automation and digitalisation projects.
• Act as an operational partner for internal stakeholders, ensuring clear communication and alignment across Service Operations, Field Service, Product Support, Market Organizations, and Digital teams.

Required profile

• 3–5+ years of experience in Customer Care, Technical Support, Service Operations, or a similar environment.
• Proven experience leading teams in an operational or customer support setting.
• Strong analytical mindset with a focus on performance metrics and continuous improvement.
• Excellent communication and stakeholder‑management skills.

Required skills

What we offer

• Opportunity to shape a growing global support function.
• Collaborative, innovative culture within a market‑leading sustainability company.
• Professional development and leadership growth.