Job description

About the Role

We are looking for an experienced and strategic Director of Customer Service to spearhead our customer service vision, oversee service delivery operations, and drive excellence in customer support. This senior leadership position champions the development of a high-performing team dedicated to providing superior customer experiences, optimizing operational workflows, and supporting sustainable growth objectives.

Responsibilities

Craft and implement customer service strategies aligned with organizational aims and elevated customer experience goals.
Manage all facets of customer service operations, ensuring superior, consistent support across diverse channels.
Set and enforce service benchmarks, standard operating procedures, and KPIs to foster excellence and ongoing enhancements.
Collaborate with multiple departments — including Customer Experience, Sales, Marketing, Product, Operations, Technology, Finance, and Executive Leadership — to boost customer satisfaction and business results.
Evaluate customer insights, operational metrics, and service trends to pinpoint improvement opportunities.
Initiate and lead projects that optimize customer engagement, streamline service processes, and improve operational effectiveness.
Oversee workforce planning, resource distribution, scheduling, and budgeting to guarantee top-tier service delivery.
Design comprehensive dashboards and executive-level reports that provide actionable insights for strategic decisions.
Mentor and develop managers and team leaders, cultivating a culture rooted in accountability, collaboration, and continuous learning.
Manage deployment and refinement of customer service technologies, CRM systems, knowledge bases, and workflow tools.
Strengthen interdepartmental partnerships to ensure seamless communication and a unified customer journey.
Promote a customer-centric culture encouraging innovation, professional growth, and operational excellence.

Qualifications

Bachelor's degree in Business Administration, Management, Communications, Operations, or related fields.
Minimum eight years of progressive leadership experience in customer service, support, or operations.
Proven success leading teams to enhance service quality, operational efficiency, and customer satisfaction.
In-depth knowledge of customer service operations, workforce management, performance metrics, process enhancements, and engagement strategies.
Experienced in managing cross-functional initiatives and collaborating with senior executives.
Exceptional leadership, communication, presentation, coaching, and stakeholder engagement skills.
Strong analytical, organizational, and problem-solving capabilities with a data-informed approach to decisions.
Proficiency in managing budgets, performance indicators, CRM platforms, and customer service technologies.
Familiarity with business analytics tools and collaboration software.
Ability to juggle multiple priorities within fast-paced, customer-oriented settings.

Preferred Qualifications

Master's degree in Business Administration, Management, or related discipline is advantageous.
Experience leading customer service teams in enterprise, technology-driven, or fast-scaling companies.
Expertise in customer journey management, experience strategies, operational excellence, and continuous improvement.
Background managing remote or geographically dispersed customer service teams.
Relevant professional certifications in customer experience, operations leadership, or project management considered a plus.

What We Offer

Competitive salary supplemented with performance bonuses.
Comprehensive health coverage including medical, dental, and vision plans.
Retirement savings program including company contributions.
Ample paid time off alongside recognized company holidays.
Flexible remote work setup within the United States.
Access to professional development programs, leadership training, and advancement pathways.
An inclusive, collaborative, and customer-centric corporate environment.
State-of-the-art customer service technology, analytics, and collaboration platforms.
Opportunity to lead impactful strategic initiatives contributing directly to our success.

Why Join Us

As the Director of Customer Service, you will instrumental in shaping our service strategy and operational effectiveness. Lead a skilled team, cooperate closely with senior leaders, and execute innovative initiatives that fortify customer bonds, elevate performance, and propel enduring growth—all within a supportive, remote-first workplace.

Director of Customer Service