Director of Customer Service

Role overview

This is a full-time remote leadership position based in the United States. The organization is looking for an accomplished Director of Customer Service to guide the support function, strengthen service delivery, and create a more scalable and customer-centric operation. The position is centered on improving the end-to-end customer experience through strong team leadership, smarter processes, and decisions backed by data.

What you will do

• Run the daily operations of the customer service function and ensure customers receive reliable, high-quality support at every touchpoint.
• Create and roll out strategies that lift service performance and improve the overall experience for customers.
• Design, refine, and scale service workflows, standards, and procedures that support business expansion.
• Work closely with Customer Success, Sales, Product, Engineering, Operations, and Marketing to deliver a smooth customer journey.
• Set service KPIs, build dashboards and operational reports, and use them to track progress and drive improvement.
• Review customer feedback, service patterns, and operational data to uncover opportunities for optimization.
• Manage workforce planning, staffing allocation, and service delivery so operations stay efficient and effective.
• Help implement and improve customer service tools, CRM systems, and knowledge management resources.
• Hire, coach, and develop customer service managers and team leads while encouraging accountability, teamwork, and continuous learning.
• Lead cross-functional projects that raise customer satisfaction, service quality, and overall organizational performance.
• Share operational findings and service updates with senior leadership.

What the company is looking for

• At least 8 years of progressive leadership experience in customer service, customer support, contact center operations, or a closely related customer-facing area.
• A track record of leading customer service teams in technology, healthcare, financial services, retail, manufacturing, or similar service-driven sectors.
• Strong grasp of customer service operations, delivery models, workforce planning, and performance management.
• Proven ability to build customer-first strategies that raise service quality and operational efficiency.
• Experience leading cross-functional work and developing productive relationships with internal and external stakeholders.
• Solid analytical, organizational, and problem-solving abilities with a decision-making style grounded in data.
• Hands-on experience with CRM tools, support platforms, reporting software, and customer analytics.
• Excellent skills in leadership, communication, coaching, and relationship building.
• A bachelor's degree in Business Administration, Management, Communications, or a related discipline; advanced education is considered an advantage.

Preferred background

• Experience supporting publicly listed companies or fast-growing organizations.
• Experience managing customer service teams spread across multiple locations.
• Exposure to enterprise software, SaaS, healthcare technology, financial technology, telecommunications, or other customer-focused industries.
• Familiarity with customer experience strategy, knowledge management, service operations, and continuous improvement methods.

Why this role stands out

You will join a collaborative environment focused on excellent customer experiences and operational excellence. The role gives you the chance to lead a skilled service team, influence initiatives across the organization, and play a direct part in shaping the future of customer engagement and long-term business success.