[Hiring] Customer and Sales Support Supervisor @Waste Management, Inc. (WM)

Role Description

Leads a team responsible for administrative, technical, and setup support for Industrial and Environmental Solutions, Key Accounts, WMHS, or other internal partners. Serves as a working supervisor, performing complex and escalated transactional work while coaching team members, monitoring real‑time workflow, and ensuring timely and accurate service delivery. Develops internal partnerships, identifies process improvement opportunities, and ensures consistent application of policies, procedures, and system standards.

Essential Duties and Responsibilities

• Provide day‑to‑day supervision, coaching, and support for team members.
• Conduct regular check-ins, one-on-ones, professional development, and performance discussions.
• Identify skill gaps and development needs; partner with management on action plans.
• Maintain and leverage Talent Management tools for facilitating check-in conversations and WM performance management routines.
• Monitor real-time performance, service levels, and queue health; proactively respond to service delivery degradation or issues.
• Assist with onboarding and ongoing training of new and existing team members.
• Act as an interdepartmental liaison to resolve issues and strengthen partnerships.
• Partner cross-functionally to improve data quality, handoffs, and system compliance.
• Conduct quality assurance reviews of the team’s work products and deliverables.
• Serve as a point of escalation for complex activities or tasks requiring deeper technical or process knowledge.
• Provide guidance and hands-on support for complex reporting needs, internal analysis, and client-facing deliverables; could include validating Power Query logic, maintaining query health, and combining and cleansing data across multiple systems (e.g., Fastlane, Elements, MAS, and SFDC reporting).
• Provide regular updates, insights, and reports on performance trends, risks, and workload.
• Lead the team through change by building buy-in, setting clear priorities, and clearly communicating expectations to ensure smooth adoption and sustained performance.
• Performs special projects and other duties as assigned by the supervisor or Manager.

Qualifications

• Bachelor's Degree (Accredited) in Science, Business Administration, Environmental or similar area of study, or in lieu of degree.
• High School Diploma or GED (accredited) and four (4) years of relevant work experience.
• 3 years of related work experience (in addition to education requirement).

Physical Requirements

• This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

Pay

The expected base pay range for this remote position across the U.S is $68,500 - 80,000K. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.

Benefits

• Competitive total compensation package including Medical, Dental, Vision, Life Insurance, and Short Term Disability.
• Stock Purchase Plan.
• Company match on 401K.
• Paid Vacation, Holidays, and Personal Days.
• Benefits may vary by site.