Director of Customer Service

Role Overview

The organization is looking for a seasoned, client-oriented leader to direct the customer service function and elevate the end-to-end service experience. This position suits someone who can shape service strategy, improve day-to-day operations, and build durable client relationships within a professional investment setting.

What You’ll Do

• Oversee the customer service department to ensure dependable support and a consistently strong experience across all client touchpoints.
• Create and roll out service strategies that deepen client relationships, raise satisfaction levels, and align with broader business goals.
• Lead, coach, and develop the service team by setting clear performance expectations and encouraging a culture of ownership and professionalism.
• Track customer feedback, service KPIs, and operating results to spot patterns and drive continuous improvements in service quality.
• Work with investment, finance, operations, legal, and administrative teams to resolve client issues quickly and deliver smooth cross-functional support.
• Build, update, and refine service policies, workflows, and standards to support consistency and regulatory compliance.
• Resolve complex client matters, escalations, and relationship concerns with discretion, professionalism, and a strong focus on trust.
• Coordinate client onboarding, account administration support, client communications, and ongoing relationship management to ensure a seamless client journey.
• Find process improvements, implement operational upgrades, and use technology to make service delivery faster and more efficient.
• Prepare service reports, assess customer trends, and share recommendations with leadership to support growth and client retention.
• Represent the company in client-facing discussions and relationship-building efforts while reinforcing the firm’s values and commitment to excellent service.

Additional Information

This role is based in the United States and is offered as a full-time, onsite position. No stipend, salary, start date, application deadline, duration, or number of openings was provided in the source material.