Team Leader - Customer Success

JobsCloseBy Editorial Insights

WM New Zealand is seeking a permanent Customer Success Team Leader to guide the Customer Service and Sales Support teams in Auckland, driving excellent customer experiences and strong performance in the contact centre. To stand out, highlight proven leadership in a busy environment, coaching and performance management, and workforce planning, with real examples of improving KPIs, service levels and NPS. Emphasise comfort with Salesforce or CRM reporting, queues and SLAs, and a safety focused, values led approach aligned with sustainability. You must be based in New Zealand with eligible work status; apply early and show how your values of safety, service, teamwork and sustainability fit ours.

Company Description

WM New Zealand is New Zealand's leading resource recovery, recycling, and waste management provider. We’re committed to safeguarding our beautiful environment through sustainable management of our valuable resources. Put simply, sustainability is what we do.

Job Description

We're looking for a permanent Customer Success Team Leader 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.

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.