Overview
Our client is seeking a Director of Customer Service to lead the strategy, execution, and continuous improvement of customer support operations. This role will own the end-to-end customer service experience, ensuring high levels of customer satisfaction, retention, and operational efficiency. The ideal candidate is a strategic, data-driven leader with hands-on experience scaling customer service teams, optimizing support processes, and partnering cross-functionally to support overall business growth.
Key Responsibilities
- Develop and execute a comprehensive customer service strategy aligned with company goals, customer expectations, and growth objectives.
- Lead, manage, and develop customer service managers and frontline teams across multiple support channels (phone, email, chat, self-service, social).
- Own customer service operations, including staffing models, capacity planning, budgets, and performance management.
- Establish, track, and optimize key customer service metrics such as CSAT, NPS, FCR, AHT, SLA compliance, and retention.
- Partner closely with Product, Sales, Marketing, and Operations teams to improve the end-to-end customer journey.
- Drive continuous improvement initiatives through process optimization, automation, and technology adoption.
- Oversee customer service platforms, CRM systems, and reporting tools to ensure accurate insights and scalability.
- Manage escalations and ensure timely resolution of complex or high-impact customer issues.
- Represent the voice of the customer at the leadership level, translating insights into actionable business improvements.
Operating Context
- Operates within a growth-oriented, customer-centric organization with evolving service needs.
- Works cross-functionally with Sales, Product, Operations, and Executive stakeholders.
- Balances strategic leadership with hands-on operational oversight in a remote-first or hybrid environment.
Required Skills
- Extensive experience leading customer service or customer experience teams at a senior level.
- Strong understanding of customer support operations, metrics, and performance optimization.
- Proven ability to scale teams and processes in fast-paced or high-growth environments.
- Experience with CRM and customer service platforms (e.g., Zendesk, Salesforce, Freshdesk, ServiceNow, or similar).
- Advanced analytical skills with the ability to translate data into strategic insights.
- Excellent leadership, communication, and stakeholder management skills.
Preferred Qualifications
- 8+ years of experience in customer service, customer experience, or operations roles.
- Prior experience in technology, SaaS, e-commerce, BPO, or service-driven industries.
- Experience managing distributed or global customer service teams.
- Familiarity with digital transformation, automation, or self-service strategies.
Success Metrics
- Improved customer satisfaction, loyalty, and retention scores.
- Increased operational efficiency and cost optimization.
- Strong employee engagement, performance, and retention within service teams.
- Effective cross-functional alignment and execution of customer experience initiatives.
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