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 strategy, daily operations, and service improvement initiatives. This role will be responsible for developing effective service processes, improving customer satisfaction, strengthening service quality, and building a high-performing team.

The Director of Customer Service will collaborate with Sales, Operations, Product, Finance, and other departments to resolve customer concerns, improve service delivery, and ensure that customer needs are reflected in business decisions.

The ideal candidate brings strong leadership, sound judgment, excellent communication skills, and a data-driven approach to managing customer service operations in a remote environment.

Key Responsibilities

Customer Service Strategy and Operations

• Develop and implement customer service strategies aligned with company objectives and customer expectations.
• Establish service standards, operating procedures, escalation guidelines, and performance expectations.
• Oversee daily customer service operations to ensure timely, accurate, and consistent support.
• Monitor service workloads, response times, resolution times, and overall service performance.
• Identify operational challenges and implement practical improvements to service delivery.
• Ensure customer inquiries and concerns are handled professionally and efficiently.

Customer Satisfaction and Issue Resolution

• Develop processes for collecting, reviewing, and responding to customer feedback.
• Monitor customer satisfaction, service quality, and recurring customer concerns.
• Oversee complex customer escalations and coordinate timely resolution.
• Identify recurring service issues and work with relevant departments to address underlying causes.
• Establish consistent communication practices throughout the customer support process.
• Develop initiatives to improve customer retention, trust, and the overall service experience.

Performance Management and Reporting

• Establish key performance indicators for customer service quality, productivity, responsiveness, and customer satisfaction.
• Develop dashboards and reports to monitor service performance and operational trends.
• Analyze service data to identify improvement opportunities and resource requirements.
• Provide regular performance updates and recommendations to senior leadership.
• Establish quality review processes and monitor adherence to service standards.
• Use customer feedback and operational data to guide service improvements.

Cross-Functional Collaboration

• Work closely with Sales, Operations, Product, Finance, and other departments to resolve customer issues.
• Share customer insights and recurring feedback with relevant teams.
• Coordinate improvements to policies, processes, and service procedures.
• Support product and process changes that improve the customer experience.
• Establish clear ownership and communication practices for cross-departmental customer issues.

Systems and Process Improvement

• Evaluate customer service systems and tools to improve case management, reporting, and team productivity.
• Oversee the effective use of customer relationship management and customer support platforms.
• Identify opportunities for automation and workflow improvements where appropriate.
• Maintain accurate service records, documentation, and reporting processes.
• Develop standardized procedures that support consistent service delivery as the business grows.

Team Leadership and Development

• Lead, coach, and develop customer service managers, supervisors, and service professionals.
• Establish clear responsibilities, performance goals, and professional development plans.
• Support employee training in communication, product knowledge, problem-solving, and service standards.
• Monitor staffing requirements, workload distribution, and team capacity.
• Foster a collaborative, accountable, and customer-focused working environment.
• Build repeatable service practices that support team effectiveness and operational consistency.

Qualifications

• Bachelor’s degree in Business Administration, Management, Communications, Operations, o…