Team Leader - Customer Success

Company Description

We’re looking for 2 experienced Team Leaders (one permanent and one 6-month fixed term) to join our Customer Success team to lead and inspire our Customer Service and Sales Support teams. This role plays a key part in delivering exceptional customer experiences while driving performance, engagement, and continuous improvement across our Contact Centre operations.


Job Description

You’ll provide day-to-day leadership of a high-performing team, ensuring customer enquiries, orders, and escalations are managed efficiently across phone, email, chat, and Salesforce. You’ll coach and develop people, manage operational performance, and champion quality, safety, and customer-centric outcomes.

Key responsibilities

Lead, coach, and develop Customer Service and Sales Support team members
Manage daily contact centre operations and workforce planning
Monitor KPIs, service levels, quality, and customer satisfaction (NPS)
Handle escalations and complex customer enquiries
Drive continuous improvement, process excellence, and team engagement
Promote a strong safety-first and values-led culture

Qualifications
Proven experience leading a customer service or contact centre team
Strong people leadership, coaching, and performance management skills
Operationally savvy with experience managing queues, SLAs, and KPIs
Customer-focused, resilient, and confident handling escalations
Comfortable working with CRM systems and reporting tools
Tertiary qualification or equivalent experience

Additional Information

Why join us?

You’ll be part of a values-driven organisation where safety, service, sustainability, and teamwork matter. We offer the opportunity to lead meaningful change, develop great people, and make a real impact on customer experience.

Apply now and help shape the future of Customer Success.

Please note, we may begin reviewing applications as they are received, so apply early to be considered.

WM New Zealand is an Equal Employment Opportunity (EEO) employer and promotes a drug- and alcohol-free workplace.

You must be based in New Zealand and hold a valid work visa, residency, or New Zealand citizenship to apply.