Associate Lead, Customer Operations

Role Overview

As Associate Lead, Customer Operations at Peach, you will guide the people, routines, and performance measures that keep customer interactions moving from initial qualification through to a completed visit. Working closely with the Customer Operations Manager, you will strengthen team capability, maintain reliable coverage across pods, and improve the buyer and seller experience by acting on operational data and frontline feedback.

Key Responsibilities

• Partner with the Customer Operations Manager on operational planning, process improvements, hiring forecasts, and team structure.
• Lead the operating cadence across pods, including performance reviews with Senior Associates and regular team coordination meetings.
• Set pod goals and promote accountability, supporting Senior Associates with the guidance and resources needed to meet them while staying connected to frontline work.
• Plan staffing and capacity across queues so teams can maintain daily coverage and respond to changing workloads.
• Manage Senior Associate performance and development, including reviews, support plans, promotion decisions, and progression pathways.
• Lead pod recruitment, from role definition and interviews to candidate recommendations, while maintaining succession coverage.
• Establish coaching practices for qualifying buyers and sellers, responding to objections, and turning customer conversations into bookings.
• Track funnel performance across Qualification Accuracy, booking, confirmation, and show-up rates; produce daily and weekly reporting on conversion, quality, and agent productivity.
• Use QA and operational data to identify performance gaps, reporting errors, system issues, and workflow bottlenecks, then coordinate practical fixes.
• Set escalation guidelines for Senior Associates and take ownership of complex customer cases, significant seller disputes, and issues requiring cross-team resolution.
• Work with Sales, Yard Operations, Marketing, Product, and Finance to address shared operational challenges and improve the buyer and seller journey.
• Deputize for the Customer Operations Manager in planning discussions, important decisions, and executive reviews when needed.

Requirements & Qualifications

• At least 4 years of experience in customer operations, customer experience, or contact centre environments.
• At least 2 years managing Senior Associates or multiple teams, including setting targets, conducting performance reviews, and developing team members.
• Experience analysing sales or conversion funnels, planning staffing, and contributing to operational plans with senior leaders.
• Strong reporting and data-analysis skills, with the ability to turn performance trends into clear actions.
• Practical experience with CRM platforms, contact-centre tools, workforce-management systems, and reporting dashboards.
• Clear communication and sound judgement, including a calm, decisive approach to urgent or sensitive issues.
• Useful additional experience includes working in a high-volume marketplace, automotive retail, or a fast-moving startup; familiarity with Zoho CRM is also an advantage.
• Ability to lead through strong execution, accountability, collaborative influence, and a focus on developing others.

What We Offer / Why Join

This role offers the opportunity to shape how Customer Operations works across its teams, influence the customer journey through measurable improvements, and develop the next generation of operational leaders. Success in the first three months means understanding the full qualification-to-show funnel, building trusted relationships across teams, running reporting and operating routines independently, resolving complex issues, and improving performance and capacity across the pods.