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 is responsible for delivering consistent, high-quality customer experiences, improving service efficiency, and building a customer service organization that supports customer satisfaction and long-term business growth.

The ideal candidate is a strong leader with excellent communication skills, sound operational judgment, and a proven ability to develop service teams, improve processes, and use performance data to drive better customer outcomes.

Key Responsibilities

• Develop and implement customer service strategies aligned with company objectives and customer expectations.
• Oversee daily customer service operations across relevant communication channels, including email, phone, chat, and digital support platforms.
• Establish service standards, operating procedures, response-time targets, and performance expectations.
• Monitor customer satisfaction, service quality, response times, resolution rates, and other key performance indicators.
• Analyze customer feedback, complaints, and recurring service issues to identify improvement opportunities.
• Develop processes for handling escalations, resolving complex customer concerns, and ensuring timely follow-up.
• Lead, coach, and develop customer service managers, supervisors, and support professionals.
• Establish training programs that strengthen product knowledge, communication skills, problem-solving, and service consistency.
• Work closely with Sales, Product, Operations, and other departments to resolve customer issues and improve the overall customer experience.
• Identify opportunities to streamline workflows, reduce service delays, and improve operational efficiency.
• Develop customer service policies, documentation, knowledge resources, and quality assurance procedures.
• Oversee service reporting, performance reviews, staffing plans, and workload management.
• Evaluate customer service technology, CRM platforms, ticketing systems, and automation tools.
• Use customer service data and analytics to identify trends, measure performance, and recommend operational improvements.
• Establish effective quality monitoring and coaching processes to maintain consistent service standards.
• Manage departmental budgets, staffing resources, and operational priorities.
• Support customer retention initiatives by identifying service-related risks and opportunities to strengthen customer relationships.
• Ensure customer information is handled appropriately and service procedures comply with applicable company policies and requirements.
• Provide regular performance updates, operational insights, and recommendations to executive leadership.

Qualifications

• Bachelor’s degree in Business Administration, Management, Communications, or a related field, or equivalent professional experience.
• 8+ years of progressive experience in customer service, customer support, service operations, or a related discipline.
• 3+ years of experience managing customer service teams or departmental operations.
• Demonstrated experience developing service processes, performance standards, and customer experience initiatives.
• Strong understanding of customer satisfaction measurement, service quality, escalation management, and operational reporting.
• Experience managing service metrics, staffing requirements, budgets, and performance improvement plans.
• Excellent leadership, communication, organizational, and problem-solving skills.
• Ability to analyze customer feedback and service data to identify practical improvements.
• Experience with CRM platforms, ticketing systems, customer service software, and reporting tools.
• Ability to manage multiple priorities and make sound decisions in a fast-paced environment.
• Ability to work independently and collaborate effectively in a fully remote organization.

Preferred Qualifications

• Experience with CRM and customer service platforms such as Salesforce, Zendesk, HubSpot, Freshdesk, or similar systems.
• Experience developing customer service training, quality assurance, and performance management p…