Customer Service Lead

We’re Watts. Together, we’re reimagining the future of water.

We feel proud every day about what we do. We're all part of the same crucial mission, no matter what function we support -- it's to provide safe, clean water for the world, and to protect our planet's most valuable resource.

For 150 years, Watts has built best-in-class products that are trusted by customers in residential and commercial settings across the world. We are at the forefront of innovation, working with cutting-edge technology to provide smart and connected, sustainable water solutions for the future. Watts is a leading brand with a quality reputation — and we have a dynamic future ahead.​

Scope of Position

The Customer Service Lead is responsible for overseeing the day-to-day execution of customer service operations while serving as a primary escalation point for complex customer issues. This role leads by example, ensuring high levels of customer satisfaction, operational excellence, and team performance across one or more customer accounts. The Customer Service Lead partners closely with internal departments to deliver exceptional service, drive continuous improvement, and support the development of Customer Service Representatives.

The ideal candidate possesses strong leadership skills, extensive customer service experience, and the ability to build collaborative relationships with customers, agents, and internal stakeholders. This role requires balancing hands-on customer support responsibilities with team guidance, coaching, and process improvement initiatives. 

This position reports to the Customer Service Supervisor and is hybrid in our North Andover, MA office. 

• →Commitment to Watts’ values of integrity, accountability, continuous improvement and innovation, and transparency. 

• →Punctuality and dependability. 

• →Ability to be flexible and adapt to changing work priorities and stressful conditions. 

• →Adherence to all personnel policies, procedures, and standards of process as implemented by Watts. 

• →Maintain productive and collaborative relationships with other Watts employees. 

• →Adherence to Watts’ seven cultural beliefs: Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action.  

While performing the job duties, you will be working in an office environment. You will be required to work in the office at the North Andover, MA office location three days per week (Monday – Wednesday) and can work remotely two days per week (Thursday and Friday).

At Watts, our culture is team-oriented and supportive. Employees here genuinely care about the quality of their work, and about each other. Our people are the heart of who we are and contribute to our longevity and continued success.

And this is a place where you can have a big career. No matter your role, there are opportunities for learning and development, and your daily contributions make a meaningful impact on the lives of people who use our products and on the future of water.

Watts is committed to equal employment opportunity. We follow a policy of administering all employment decisions and personnel actions without regard to race, color, religion, creed, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, genetic disposition or carrier status, marital status, military or veteran status, minorities, or any other category protected under applicable federal, state, or local law. Consistent with the obligations of state and federal law, Watts will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources.