Operations Team Lead

Position Summary

Aspen Pest Control is redefining what "great service" looks like in the pest-control industry. As our Operations Team Lead, you're the steady hand that keeps daily operations moving—balancing live CSR work with queue coordination, light scheduling support, and day-to-day office assistance. You'll act as a knowledgeable point person for the CSR (Inside Sales) team without formal people-management responsibilities (no performance reviews, disciplinary actions, or recurring 1 : 1s). You'll collaborate closely with the Office Manager and help translate plans into smooth, on-time execution so customers get consistently excellent experiences.

Why This Role Stands Out

• Hands-on impact :

Split time between live customer work and making operations flow.

Guide peers on process and quality in the moment—without owning formal supervision.

Build leadership and ops muscles while partnering tightly with the Office Manager and broader leadership.

Key Responsibilities

CSR Queue Coverage & Day-to-Day Coordination

Customer Experience & Escalations

Own first- and second-level escalations; resolve most issues using established policies / SOPs.

Triage and hand off final or sensitive escalations to the Office Manager; document context and recommended next steps.

Monitor online feedback / NPS dashboards during your shifts; draft suggested responses or recovery actions for Office Manager approval.

Scheduling & Technician Support

Assist with building / adjusting daily routes to reduce drive time and honor customer preferences.

Coordinate day-of changes (reschedules, add-ons, weather / vehicle impacts) and communicate updates to technicians and customers.

Office Support

Help maintain service agreements and basic logs (e.g. check processing, lock-up checklist).

Pitch in to keep the office safe, tidy, and compliant with company policies.

Reporting & Analytics

Analyze performance dashboards and highlight trends with potential root causes; suggest quick corrective actions for review.

Continuous Improvement & Special Projects

Capture friction points from the floor; propose SOP tweaks and quick wins.

Participate in UAT for new tools or workflows; help craft change-management notes for the team.

Drive Sales Results

Coach the CSR team to exceed sales and lead-conversion targets; step in on high-value or loss-risk calls during peak periods.

Help track individual and team performance, celebrate wins, and recalibrate strategies as needed.

What We're Looking For

3 + years in a CSR / Inside Sales or service-oriented role.

1+ years prior experience as a Senior CSR, shift lead who is comfortable guiding peers in real time without formal authority.

Demonstrated success supporting an inside-sales team; interpreting performance metrics, providing actionable coaching, and removing obstacles so CSR reps consistently hit or surpass collective targets in a fast-paced environment.

Strong time management; able to juggle queue work, schedule tweaks, and support tasks without dropping balls.

Confident with Google Workspace; quick to learn CRM / Field Routes-style tools; familiarity with QuickBooks or similar is a plus.

Clear, calm, and customer-first in writing and on the phone; collaborative across office and field teams.

Comfortable interpreting dashboards, asking "why," and acting on insights.

High-school diploma or GED required

Dependable, ethical, problem-solving ability, and persistence in the face of challenges.

Job Perks & Compensation :

Pay : $50,000 annually (plus commission opportunities)

Benefits : Paid Vacation (PTO)

Paid Holidays

Health & Dental Insurance

Simple IRA

Employee discounts

Performance-based incentive bonuses

Grow Your Leadership—By Influence.

This role blends hands-on CSR work with real-time sales coaching and day-to-day ops coordination. If you're ready to elevate team performance and customer outcomes—and build toward your next leadership chapter—we'd love to talk!

Aspen Pest Control is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.