Director of Customer Service

About the Role

We are hiring a seasoned, customer-first leader to head the Customer Service function and deliver excellent support across every touchpoint. In this role, you will define service strategy, improve how support operations run, develop strong teams, and continuously raise the bar on customer satisfaction, efficiency, and loyalty.

This opportunity is suited to a strategic operator with deep experience leading customer service organizations, managing remote or distributed teams, and introducing scalable processes. You will work closely with leaders across the business to shape the customer experience and support sustainable growth.

Key Responsibilities

• Own the Customer Service function, including day-to-day execution and consistent delivery of high-quality support.
• Create and roll out customer service strategies that support business goals and improve the customer journey.
• Recruit, coach, and develop a strong team culture centered on collaboration, accountability, customer focus, and ongoing improvement.
• Set service standards, operating procedures, and best practices that improve consistency, speed, and quality.
• Work in close partnership with Customer Success, Sales, Product, Operations, Marketing, Finance, and Technology to strengthen customer satisfaction and cross-functional alignment.
• Track performance using KPIs, customer feedback, service quality indicators, and operational reports.
• Review customer insights, service patterns, and operational data to find opportunities for process improvement and better experiences.
• Lead initiatives in workflow design, knowledge management, automation, and service delivery optimization to improve scale and efficiency.
• Manage workforce planning, staffing, performance reviews, coaching, and professional growth across the team.
• Handle complex customer issues in a timely way while encouraging clear communication and strong customer relationships.
• Use CRM systems, service technologies, and business intelligence tools to increase visibility and enable data-backed decisions.
• Share operational results, customer experience findings, and strategic recommendations with senior leadership and other stakeholders.

Requirements

• Bachelor’s degree in Business Administration, Communications, Management, Customer Experience, or a related area; a master’s degree is preferred.
• At least 8 years of progressive leadership experience in Customer Service, Customer Support, Customer Operations, or similar customer-facing leadership roles.
• A proven record of leading service teams that achieve strong customer satisfaction and operational results.
• Deep knowledge of customer service operations, team management, service quality, customer experience, workforce planning, and process improvement.
• Prior experience leading remote or geographically distributed customer service teams.
• Excellent leadership, communication, presentation, coaching, and stakeholder management skills.
• Strong analytical thinking, strategic judgment, and problem-solving ability with a data-driven approach.
• Experience using CRM platforms, customer service management systems, workforce management tools, knowledge management platforms, and business intelligence software.
• Ability to juggle multiple priorities while maintaining top-tier service quality in a fast-moving environment.

Preferred Background

• Experience leading customer service teams in technology, SaaS, healthcare, financial services, retail, telecommunications, e-commerce, professional services, or other customer-centric industries.
• Background in customer service transformation, digital support initiatives, service operations improvement, or customer experience programs.
• Familiarity with customer engagement tools, self-service options, AI-assisted support, and omnichannel service models.
• Success in building scalable customer service functions that improve customer satisfaction, employee engagement, and operational excellence.

What We Offer

• A fully remote role available anywhere within the United States.
• A leadership position with meaningful influence over customer service strategy and operational performance.
• The chance to lead a high-performing support organization focused on exceptional customer experiences and continuous improvement.
• A collaborative, innovative, and performance-oriented work environment.
• Competitive pay with comprehensive benefits.

Additional Information

If you are passionate about customer experience, team development, and operational excellence, this role offers the chance to make a major impact on the organization’s service function and leadership team.