Associate Lead, Customer Operations at Peach Cars KE

Job Description

As the Associate Lead – Customer Operations, you will play a key role in helping the Customer Operations Manager translate our operational strategy into real, daily results. You’ll do this by setting clear targets, keeping the team organized, and developing the Senior Associates who manage our pods and floor day-to-day. Working closely with the Customer Operations Manager, you will co-own our core metrics such as qualification, booking, confirmation, and show-up rates and step in to support or represent them on big decisions, reviews, and strategic planning whenever needed.

Key Responsibilities

Specifically, the Associate Lead – Customer Operations at Peach can expect to undertake the tasks and activities listed below: 

1. Operations & Leadership

• Partner with our Customer Operations Manager: Help shape long-term strategy, map out team hiring needs, and streamline processes.
• Keep the work moving: Run the daily, weekly, and monthly routines that keep the team on track, including weekly performance reviews with Senior Associates and syncs with the Customer Operations Manager and the wider team.
• Drive team accountability: Work with the Customer Operations Manager to set pod targets and equip Senior Associates with the tools and support they need to achieve them. Step onto the floor to address high-stakes issues and gain a clear understanding of frontline operations.
• Manage capacity: Set overall staffing levels across pods to ensure Senior Associates can manage daily coverage and real-time queues effectively.

2. Managing & Developing People

• Manage performance: Oversee performance reviews for Senior Associates. Work with the Customer Operations Manager to address underperformance, plan promotions, and build clear career paths for top performers.
• Hiring & team planning: Lead hiring for the pods, from defining roles and conducting interviews to making final recommendations. Maintain a pipeline of talent to ensure succession plans are in place for every team.
• Set coaching standards: Define coaching approaches for team members on handling objections, qualifying buyers and sellers, and converting interactions into bookings.

3. Quality & Process Standards

• Own the Metrics: Keep a close eye on the entire funnel across all pods, specifically Qualification Accuracy, booking rate, confirmation rate, and show rate.

4. Data & Reporting

• Deliver clear insights: Own daily and weekly reporting on conversion rates, QA trends, and agent productivity to provide clear visibility into team performance.
• Spot problems early: Identify system glitches, data errors, and operational bottlenecks before they affect service levels or the customer experience.

5. Escalations & Cross-functional work

• Handle Second-Line Escalations: Establish clear guidelines to enable Senior Associates to resolve routine issues independently. Step in to manage complex customer cases, high-value seller disputes, and cross-team blockers.
• Work Across Departments: Represent Customer Operations and collaborate with Sales, Yard Operations, Marketing, Product, and Finance to resolve shared challenges.
• Improve the Process: Identify friction points in the buyer and seller journey and work with the Customer Operations Manager to implement simple, scalable improvements, new tools, and updated playbooks.

Skills, Knowledge and Expertise

Must-Have Qualifications

• 4+ years in customer operations, customer experience, and contact centers.
• 2+ years managing senior associates or multiple teams, including handling performance reviews, targets, and team development.
• Proven ability to analyze sales/conversion funnels, plan staffing, and work closely with senior management on operational plans.
• Strong reporting and data analysis skills.
• Practical experience using CRMs, call center tools, workforce management software, and reporting dashboards.
• Great communication skills and a calm, decisive approach when dealing with urgent issues.

Nice-to-Have Qualifications

• Background in high-volume marketplaces, automotive retail, or fast-paced startups.
• Experience with Zoho CRM.