Director of Customer Service

Role Description The Director of Customer Service is a full-time, remote position responsible for overseeing all customer service operations and strategies. This role leads and mentors customer service teams, sets performance standards, and implements processes that enhance customer satisfaction and overall customer experience. Day-to-day responsibilities include monitoring service metrics, resolving escalated issues, optimizing workflows, and aligning customer service practices with the company’s wellness-focused mission. The Director collaborates with cross-functional partners to gather feedback, improve service delivery, and develop initiatives that strengthen client relationships and retention. This role also contributes to strategic planning, budget management, and continuous improvement of customer service tools and training.

Qualifications

• Demonstrated ability in Customer Service Management and Team Management, including leading remote teams and developing high-performing service cultures.
• Proven experience in Customer Service and Customer Satisfaction, with a track record of improving service quality and meeting or exceeding service-level targets.
• Expertise in Customer Experience, including mapping customer journeys, identifying pain points, and implementing solutions that enhance client engagement and loyalty.
• Strong leadership, coaching, and conflict-resolution skills, with the ability to manage complex client situations and guide teams through change.
• Excellent communication, analytical, and problem-solving abilities, including proficiency with customer service platforms, CRM tools, and performance dashboards.
• Bachelor’s degree in Business, Communications, Management, or a related field; advanced degree or relevant certifications in customer experience or service management are a plus.
• Experience in wellness, healthcare, or professional services environments is beneficial, along with a genuine interest in preventive health and organizational well-being.