Customer Care Leader: Build & Scale KPI-Driven Team

Liberty Waste Solutions; Raleigh (NC); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Company holidays

Job summary

Liberty Waste Solutions is seeking a hands-on Customer Care Manager to build and lead our Customer Care function across multiple locations within our North Carolina service footprint. You will design KPIs, standards, training, reporting, escalation workflows, and accountability to deliver a consistent customer experience.

The ideal candidate will coach teams, resolve issues, and partner with Sales, Dispatch, Billing, and Operations to implement measurable process improvements.

Qualifications

• 3+ years of customer service experience required.
• 3+ years of supervisory, team lead, or customer service management experience required.

Responsibilities

• Develop the Customer Care operating model, including daily workflows, service standards, escalation paths, documentation requirements, and team accountability expectations.
• Create clear procedures for common customer issues, including missed service, blocked containers, overloads, delivery/removal requests, billing questions, service changes, cancellations, and retention risks.
• Build scripts, email templates, call handling guides, service recovery language, training materials, and branch-level reference tools for consistent customer communication.
• Design handoff procedures between Customer Care, Sales, Dispatch, Billing, and Operations so customer requests are routed, documented, and resolved correctly.
• Identify gaps in current systems and processes, then implement practical improvements that reduce repeat calls, confusion, missed follow-up, and customer frustration.
• Develop Customer Care KPIs from the ground up, including definitions, reporting frequency, owners, targets, and follow-up actions.
• Build a KPI dashboard for leadership, branch managers, and Customer Care teams to track responsiveness, service quality, issue resolution, documentation accuracy, retention risk, and team productivity.
• Establish a regular reporting cadence and use KPI results to identify staffing needs, coaching opportunities, process gaps, system issues, and recurring operational service problems.
• Translate customer complaint trends and service data into specific corrective actions with Sales, Dispatch, Billing, and Operations.

Skills

Customer service

Supervisory experience

Cross-functional teamwork

CRM systems

Tools

HubSpot

Salesforce

Soft-Pak

Tower

TRUX

Job description

Liberty Waste Solutions is seeking a hands-on Customer Care Manager to build and lead our Customer Care function across multiple locations within our North Carolina service footprint. You will design KPIs, standards, training, reporting, escalation workflows, and accountability to deliver a consistent customer experience.

The ideal candidate will coach teams, resolve issues, and partner with Sales, Dispatch, Billing, and Operations to implement measurable process improvements.