Customer Care Team Leader

At TOMRA, we are committed to creating smarter, more sustainable ways of working that help enable a world without waste. As our Global Business Services (SSC Serbia) organization continues to grow, we are looking for a Customer Care Team Leader to help build and lead a strong customer support operation for our European markets.
In this role, you will lead a team of Customer Care Specialists, support their development, and ensure high-quality, reliable customer service across markets. You will focus on team performance, customer satisfaction, operational efficiency, and continuous improvement while working closely with Service Operations, Field Service, Product Support, Market Organizations, and Digital teams.
What You Will Be Doing
Lead, coach, and develop a team of Customer Care Specialists, creating a supportive environment where people can perform, learn, and grow.
Drive daily operational performance, including SLA compliance, response and resolution times, first-contact resolution, remote resolution, customer satisfaction, productivity, and quality.
Plan staffing and shift schedules to ensure reliable coverage across operating hours and European markets.
Support a remote-first service approach by improving troubleshooting, case ownership, preventive actions, and collaboration with technical and service teams.
Identify recurring issues, lead improvement actions, and contribute to Customer Care projects, process improvements, automation, and digitalization initiatives.
Act as a trusted operational partner for internal stakeholders, supporting clear communication, issue resolution, and alignment across functions.
What We Are Looking For
3–5+ years of experience in Customer Care, Technical Support, Service Operations, Contact Center, Shared Services, or a similar operational environment.
Previous experience leading people in an operational or customer support setting.
Experience with workforce planning, shift scheduling, KPI follow-up, and performance improvement.
Good understanding of customer care processes, escalation handling, remote troubleshooting, and service management.
Experience working with CRM or case management systems; Dynamics 365 experience is preferred.
Strong English communication skills and confidence working with colleagues and stakeholders across different markets.

Employment type
Full-time

Work arrangement
Hybrid