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 strengthen the overall customer experience.

The Director of Customer Service will be responsible for developing customer service strategies, improving service operations, establishing consistent service standards, monitoring performance, and building scalable processes that support customer needs and business objectives.

This role will work closely with Customer Success, Sales, Product, Engineering, Operations, Finance, and other teams to improve service quality, resolve complex customer issues, identify recurring concerns, and create a consistent and efficient customer support experience.

The ideal candidate combines strong customer service leadership with operational discipline, analytical thinking, and the ability to build effective teams and processes in a remote environment.

Key Responsibilities

Customer Service Strategy & Leadership

• Develop and execute the company’s customer service strategy in alignment with business and customer experience objectives.
• Establish service standards, operating procedures, workflows, and performance expectations.
• Lead day-to-day customer service operations and ensure consistent service delivery.
• Develop scalable processes that support changing customer volumes and business requirements.
• Provide regular operational and performance updates to senior leadership.

Service Operations & Performance

• Oversee customer support channels including phone, email, chat, ticketing systems, and other applicable service platforms.
• Establish and monitor key performance indicators such as response time, resolution time, customer satisfaction, case volume, backlog, service quality, and first-contact resolution.
• Analyze service trends and identify opportunities to improve efficiency, consistency, and customer outcomes.
• Establish effective processes for managing escalated and complex customer issues.
• Review service workflows and identify opportunities to simplify processes and reduce unnecessary customer effort.

Customer Experience & Service Quality

• Establish consistent customer communication and service standards across the organization.
• Monitor customer feedback, complaints, service issues, and recurring concerns.
• Develop quality assurance processes for customer interactions and service delivery.
• Partner with relevant teams to identify the root causes of recurring customer issues.
• Use customer insights to recommend improvements to products, services, processes, and customer communications.
• Support initiatives designed to improve customer satisfaction, engagement, and retention.

Cross-Functional Collaboration

• Partner with Customer Success to ensure effective customer support throughout the customer lifecycle.
• Work with Sales to establish clear service expectations during the customer acquisition process.
• Collaborate with Product and Engineering teams to communicate recurring product issues and customer feedback.
• Work with Operations and Finance to improve service processes, resource planning, and cost management.
• Coordinate with other business functions to resolve customer issues that require cross-functional support.

Workforce Planning & Resource Management

• Develop staffing and capacity plans based on customer demand and service requirements.
• Establish appropriate scheduling, workload management, and resource allocation processes.
• Monitor team capacity, productivity, service volumes, and operational requirements.
• Recommend staffing, technology, and resource investments based on business needs and performance data.
• Manage departmental budgets and operating resources effectively.

Technology & Process Improvement

• Oversee the effective use of CRM, customer service, ticketing, knowledge management, reporting, and communication systems.
• Identify opportunities to improve service efficiency through technology, automation, self-service, and workflow optimization.
• Establish and maintain accurate customer service documentation, procedures, and knowledge resources.
• Evaluate service technology and external providers when appropriate.
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