Customer Care Leader: Build & Scale Multi-Site Support

Wall Recycling; Raleigh (NC); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Paid time off

Company holidays

Career growth opportunities

Job summary

Liberty Waste Solutions is hiring a Customer Care Manager to build and lead the Customer Care function across multiple sites. You will develop KPI structures, standardize processes, and create training standards to deliver a consistent customer experience.

The role requires hands-on leadership, coaching, and cross-functional collaboration with Sales, Dispatch, Billing, and Operations to turn recurring issues into measurable improvements. Travel to sites will be required as needed.

Qualifications

• 3+ years of customer service experience required.
• 3+ years of supervisory, team lead, or customer service management experience required.
• Experience building customer service processes, procedures, KPIs, training materials, dashboards, or performance expectations strongly preferred.
• Experience managing multiple employees, locations, departments, or service teams strongly preferred.
• Waste, recycling, logistics, transportation, construction, utilities, or route-based service industry experience preferred.
• Strong leadership, coaching, employee development, communication, and problem-solving skills.
• Ability to handle difficult customer conversations professionally and calmly.
• Comfortable working with customer management systems, CRM platforms, email, spreadsheets, reporting tools, and phone systems.
• Ability to coordinate across Sales, Operations, Dispatch, Billing, and Management.
• Strong attention to detail, organization, follow-through, and accountability.
• Ability and willingness to travel for site visits within the Liberty Waste Solutions footprint as needed.

Responsibilities

• Build and standardize the Customer Care function across multiple locations.
• Develop KPI structure, processes, procedures, and training standards.
• Create escalation workflows and accountability systems for consistency.
• Coach CCR teams and lead onboarding, training, and performance reviews.
• Implement improvements to reduce repeat calls and customer frustration.
• Design handoffs between Care, Sales, Dispatch, Billing, and Operations.

Skills

Leadership

People management

Process development

Cross-functional collaboration

Problem-solving

Tools

HubSpot

Soft-Pak

Tower

TRUX

Salesforce

Job description

Liberty Waste Solutions is hiring a Customer Care Manager to build and lead the Customer Care function across multiple sites. You will develop KPI structures, standardize processes, and create training standards to deliver a consistent customer experience.

The role requires hands-on leadership, coaching, and cross-functional collaboration with Sales, Dispatch, Billing, and Operations to turn recurring issues into measurable improvements. Travel to sites will be required as needed.