Associate Lead, Customer Operations

About the role

The Associate Lead, Customer Operations will support the Customer Operations Manager in translating strategy into daily results, setting targets, organizing the team and developing Senior Associates who run pods and floor operations.

Key responsibilities

• Partner with the Customer Operations Manager to shape long‑term strategy, hiring plans and process improvements.
• Run daily, weekly and monthly routines, including performance reviews and sync meetings.
• Set pod targets, manage staffing levels and ensure capacity meets real‑time queue demands.
• Oversee performance reviews, address underperformance, plan promotions and create career paths.
• Lead hiring for pods, maintain talent pipelines and define coaching standards.
• Own metrics such as qualification accuracy, booking, confirmation and show‑up rates, and deliver daily/weekly reporting.
• Identify and resolve system glitches, data errors and operational bottlenecks early.
• Handle second‑line escalations, complex customer cases and high‑value seller disputes.
• Collaborate with Sales, Yard Operations, Marketing, Product and Finance to solve cross‑functional challenges.
• Identify friction points in buyer/seller journeys and implement scalable improvements.

Required profile

• 4+ years in customer operations, contact centres or customer experience.
• 2+ years managing senior associates or multiple teams, including performance reviews and target setting.
• Proven ability to analyse sales/conversion funnels, plan staffing and work with senior management on operational plans.
• Strong reporting and data‑analysis capabilities.
• Excellent communication and a calm, decisive approach to urgent issues.

Required skills

• Practical experience with CRMs (e.g., Zoho CRM).
• Familiarity with call‑center tools, workforce‑management software and reporting dashboards.