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 support operations, improve service quality, strengthen customer relationships, and establish efficient service processes. This role will ensure consistent customer experiences while aligning service delivery with company objectives.

Key Responsibilities

• Develop and implement customer service strategies, policies, and operating procedures.
• Oversee daily customer service operations and ensure timely issue resolution.
• Establish service standards, performance targets, and customer satisfaction metrics.
• Monitor response times, resolution rates, customer feedback, and service quality.
• Lead escalated customer concerns and coordinate appropriate resolutions.
• Identify opportunities to improve workflows, service efficiency, and customer retention.
• Develop customer service reporting and provide performance updates to leadership.
• Implement CRM systems, support tools, and service management processes.
• Collaborate with Sales, Operations, Product, and Quality teams to address recurring customer issues.
• Recruit, coach, and develop customer service managers and team members.

Qualifications

• Bachelor’s degree in Business Administration, Management, Communications, or a related field, or equivalent experience.
• 8+ years of experience in customer service, customer support, or service operations.
• 3+ years of leadership experience managing customer service teams.
• Strong understanding of service performance metrics, customer satisfaction, and issue resolution.
• Excellent communication, problem-solving, and organizational skills.
• Experience with CRM platforms and customer service systems.
• Ability to manage multiple priorities and lead remote teams effectively.

Preferred Qualifications

• Experience in technology, SaaS, professional services, retail, healthcare, or another customer-focused industry.
• Familiarity with Salesforce, Zendesk, HubSpot, or similar platforms.
• Experience with service process improvement, automation, and customer experience initiatives.
• Experience developing training programs and performance management frameworks.

What Success Looks Like

• Improved customer satisfaction and service quality.
• Faster response and resolution times.
• Consistent service standards and effective escalation processes.
• Higher team productivity and operational efficiency.
• Better coordination between Customer Service and other departments.
• Reliable reporting and continuous service improvement.

Work Environment

This is a fully remote position available to candidates located within the United States. The role requires regular collaboration with internal teams and customers through digital communication, CRM, and service management platforms.

Compensation and Benefits

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

How to Apply

Submit a current resume highlighting customer service leadership, operational management, performance improvement, customer relationship management, and team development experience.