Customer Care Team Leader

Company Description

TOMRA was founded in 1972, based on the design, manufacturing and sale of reverse vending machines (RVMs) for automated collection of used beverage containers. Today TOMRA provides solutions that enable the circular economy with advanced collection and sorting systems, and food processing by employing sensor-based sorting and grading technology. At TOMRA, we value and encourage innovation, passion and responsibility in everything we do.

The TOMRA Group employs over 5,000 people globally and is listed on the Oslo Stock Exchange (OSE: TOM). TOMRA was named Norway’s Most Innovative Business in 2023 & 2025.

TOMRA Collection is a leading innovator in the circular economy and Clean Loop Recycling. Founded on the invention of the world's first reverse vending machine, we are now responsible for approximately 85,000 installations across more than 60 markets. By providing an effective and efficient way of collecting, sorting and processing containers, TOMRA's reverse vending systems make it easy for consumers to recycle and contribute to a more sustainable planet.

Job Description

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.

Qualifications

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.

Additional Information

Why Join TOMRA?

This is a unique opportunity to join TOMRA at a pivotal stage of growth and transformation. You'll have the chance to influence how Shared Services, digital systems, and governance frameworks are developed and deployed across multiple European markets. 

At TOMRA, you will find:

• A purpose-driven company focused on sustainability and resource recovery.
• The opportunity to lead impactful European transformation projects.
• Exposure to a broad range of systems, stakeholders, and business functions.
• A collaborative international environment where ideas and improvements are welcomed.
• Significant scope to shape processes, ways of working, and future operating models.

If you're passionate about project delivery, digital transformation, process improvement, and helping organizations scale successfully, we'd love to hear from you.

At TOMRA, your work has real impact, and your ideas help shape a better future.
Learn more about life at TOMRA!

What do you get from joining TOMRA?

• Opportunity for career development 
• A unique chance to be an important part of taking our business growth in Europe to the next level 
• Work in a collaborative and innovative environment.

Ready to grow your career with purpose?

Please apply by sending us your CV, a few words about yourself, and why you are interested in the position and joining TOMRA. Please write this in the field "Message to Hiring Team".

Applications are continually assessed so we encourage you to apply at the earliest.

TOMRA does not differentiate on the basis of gender, race or ethnicity, religion, colour, sexual orientation or identity, disability, age, or other protected statuses as given by applicable law. We are committed to creating a diverse and inclusive environment and are proud to be an equal opportunity employer.