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, and strengthen customer relationships. This role will develop service strategies, optimize workflows, monitor performance, and build an effective customer service team that supports business objectives.

Key Responsibilities

• Develop and implement customer service strategies, policies, and service standards.
• Oversee daily support operations and ensure timely, effective issue resolution.
• Establish KPIs for customer satisfaction, response times, resolution rates, and service quality.
• Monitor customer feedback and identify opportunities for service improvement.
• Manage escalated customer concerns and coordinate appropriate resolutions.
• Improve support workflows, documentation, and operating procedures.
• Collaborate with Sales, Marketing, Product, and Operations to enhance the customer experience.
• Oversee CRM platforms, support systems, and service reporting tools.
• Manage departmental budgets, staffing, and resource allocation.
• Prepare performance reports and recommendations for executive leadership.
• Recruit, train, coach, and develop customer service managers and team members.
• Promote accountability, operational efficiency, and continuous improvement.

Qualifications

• Bachelor’s degree in Business Administration, Management, Communications, 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 service teams or departments.
• Strong understanding of service metrics, escalation management, and process improvement.
• Excellent communication, analytical, leadership, and problem-solving skills.
• Experience with CRM platforms and customer support software.
• Ability to manage multiple priorities in a remote environment.

Preferred Qualifications

• Experience in technology, SaaS, professional services, or other customer-focused industries.
• Familiarity with Salesforce, Zendesk, HubSpot, or similar platforms.
• Experience with service automation, quality monitoring, and customer feedback programs.
• Experience developing training programs and standard operating procedures.

What Success Looks Like

Success in this role includes improved customer satisfaction, faster issue resolution, consistent service quality, stronger team performance, and efficient support operations that build lasting customer relationships.

Work Environment

This is a fully remote position available to candidates located within the United States. The role requires regular collaboration with leadership and cross-functional teams through video conferencing, CRM systems, and digital communication platforms.

Compensation and Benefits

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

How to Apply

Qualified candidates are encouraged to submit a current resume highlighting customer service leadership, support operations, performance management, process improvement, and team development experience.