Director of Customer Service

Role Description The Director of Customer Service is responsible for leading the customer service function, ensuring that every interaction reflects YOGI Finance’s commitment to client satisfaction and long-term relationships. This full-time remote role oversees the design and execution of customer service strategies, policies, and processes that support a consistent, high-quality customer experience across all channels. Day-to-day tasks include managing and mentoring customer service teams, monitoring service metrics, addressing escalated issues, and collaborating with cross-functional stakeholders to improve service delivery. The Director will analyze customer feedback, implement continuous improvement initiatives, and align service practices with regulatory requirements and company objectives. This role also involves developing training programs, optimizing digital support tools, and promoting a culture of empathy, accountability, and proactive problem-solving within the customer service organization.

Qualifications

• Strong expertise in Customer Service Management and Customer Service to lead support operations and ensure high-quality client interactions.
• Demonstrated ability to drive Customer Satisfaction and enhance Customer Experience through data-driven improvements and service innovation.
• Proven Team Management skills, including mentoring, performance management, and building high-performing, customer-focused teams.
• Experience in financial services or related industries, with familiarity in lending, investments, insurance, or wealth management considered an advantage.
• Excellent communication, stakeholder management, and conflict-resolution abilities, with a focus on clear, empathetic, and professional client engagement.
• Strong analytical and problem-solving skills, including experience with customer service metrics, reporting, and process optimization.
• Bachelor’s degree in Business, Finance, Management, or a related field; advanced degree or relevant certifications (e.g., customer experience, service leadership) are beneficial.
• Comfort working in a remote environment with proficiency in digital collaboration tools and customer support platforms.