Director of Customer Service

Director of Customer Service

Location: Remote – United States

Employment Type: Full-Time

Department: Customer Service / Operations

Reports To: Vice President of Operations / Chief Operating Officer

About the Role

We are seeking an experienced and customer-focused Director of Customer Service to lead the company’s customer service organization and ensure consistent, efficient, and high-quality service across customer interactions.

The Director of Customer Service will oversee service operations, establish performance standards, improve customer satisfaction, and develop scalable processes that support business objectives. This role will work closely with Sales, Customer Success, Operations, Product, Technology, and other teams to address customer needs and improve the overall service experience.

The ideal candidate is a strong people leader with excellent operational judgment, communication skills, and a proven ability to build high-performing customer service teams and improve measurable service outcomes.

Key Responsibilities

Customer Service Strategy & Operations

• Develop and execute the customer service strategy in alignment with company objectives.
• Establish service standards, operating procedures, performance expectations, and service-level objectives.
• Oversee day-to-day customer service operations and ensure consistent execution.
• Develop scalable service processes that support business growth.
• Monitor service capacity, staffing levels, workloads, and operational performance.
• Establish appropriate procedures for handling customer inquiries, requests, complaints, and escalations.

Customer Experience & Service Quality

• Develop initiatives to improve customer satisfaction, loyalty, and overall service quality.
• Monitor customer feedback, complaints, service trends, and recurring issues.
• Identify service gaps and implement corrective actions.
• Establish consistent standards for customer communication and issue resolution.
• Partner with Customer Experience and Customer Success teams to improve the overall customer journey.
• Ensure customer concerns are addressed professionally, accurately, and within established service standards.

Performance Management & Reporting

• Establish customer service KPIs, dashboards, and reporting processes.
• Monitor service levels, response times, resolution rates, customer satisfaction, backlog, productivity, and other relevant metrics.
• Analyze operational data to identify trends, risks, and improvement opportunities.
• Provide regular performance reports and recommendations to senior leadership.
• Establish regular operational reviews to evaluate team performance and service outcomes.
• Use data and customer insights to support resource planning and operational decisions.

Escalation & Issue Resolution

• Establish structured processes for managing complex and high-priority customer issues.
• Oversee significant customer escalations and coordinate appropriate resolutions.
• Identify recurring issues and work with relevant teams to address underlying causes.
• Develop escalation procedures, response standards, and resolution guidelines.
• Maintain appropriate documentation of significant customer issues and corrective actions.

Cross-Functional Collaboration

• Partner with Sales to ensure customer expectations are clearly communicated and supported.
• Collaborate with Customer Success to improve onboarding, adoption, retention, and customer relationships.
• Work with Product and Technology teams to communicate customer feedback and service requirements.
• Partner with Operations to improve processes that affect customer service performance.
• Coordinate with other business functions to resolve customer issues and improve service delivery.
• Promote shared accountability for customer outcomes across the organization.

Process Improvement & Technology

• Evaluate and improve customer service workflows, procedures, policies, and documentation.
• Identify opportunities to reduce customer effort and improve service efficiency.
• Evaluate CRM, ticketing, knowledge management, analytics, and customer service platforms.
• Support automation and technology initiatives that improve service quality and productivity.
• Develop and maintain knowledge bases, service documentation, and standardized response processes.
• Establish continuous improvement initiatives based on operational data and customer feedba…