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 Director of Customer Service to lead customer service operations, improve service quality, and strengthen customer satisfaction. This role will oversee service delivery, team performance, customer issue resolution, and process improvement while ensuring consistent, professional support.

Key Responsibilities

• Develop and implement customer service strategies, policies, and service standards.
• Oversee daily service operations and ensure timely resolution of customer inquiries.
• Establish and monitor performance metrics, including response times, resolution rates, and customer satisfaction.
• Manage escalated customer concerns and identify recurring service issues.
• Develop service procedures, training programs, and quality standards.
• Collaborate with Sales, Product, and Operations teams to improve the customer experience.
• Analyze customer feedback and service data to identify improvement opportunities.
• Manage staffing, team performance, and service-related budgets.
• Improve customer service systems, workflows, and reporting processes.
• Recruit, coach, and develop customer service managers and team members.
• Provide regular performance reports and recommendations to executive leadership.

Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field, or equivalent professional experience.
• 8+ years of experience in customer service, customer support, or service operations.
• 3+ years of experience leading customer-facing teams.
• Strong understanding of service quality, performance metrics, and customer relationship management.
• Excellent communication, problem-solving, organizational, and leadership skills.
• Experience with CRM platforms, ticketing systems, and service reporting tools.
• Ability to manage multiple priorities in a remote work environment.

Preferred Qualifications

• Experience in technology, SaaS, professional services, or another customer-focused industry.
• Familiarity with Salesforce, Zendesk, HubSpot, ServiceNow, or similar platforms.
• Experience improving customer satisfaction, service efficiency, and resolution processes.
• Experience managing remote or geographically distributed teams.

Compensation and Benefits

Competitive compensation based on experience, qualifications, and location. Benefits may include health coverage, retirement plan options, paid time off, and performance-based incentives, subject to company policy and eligibility.

How to Apply

Qualified candidates are encouraged to submit a resume highlighting their customer service leadership, team management, service improvement initiatives, and measurable operational results.