Director of Customer Service

Director of Customer Service

Location: Remote – United States

Employment Type: Full-Time

Department: Customer Service / Customer Experience

Reports To: Vice President of Customer Experience / 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 operations, improve service quality, and strengthen customer relationships. This role will be responsible for developing service strategies, optimizing support processes, monitoring performance, and ensuring consistent, professional customer interactions across service channels.

The Director of Customer Service will collaborate with Sales, Operations, Product, Marketing, and other departments to resolve customer concerns, improve service delivery, and support customer satisfaction and retention.

Key Responsibilities

• Develop and implement customer service strategies aligned with company objectives.
• Oversee daily customer service operations and ensure timely, professional responses to customer inquiries.
• Establish service standards, procedures, escalation protocols, and quality expectations.
• Monitor customer service performance through key performance indicators, including response times, resolution rates, customer satisfaction, and service quality.
• Lead the investigation and resolution of complex customer concerns and escalated cases.
• Identify recurring customer issues and coordinate corrective actions with relevant departments.
• Develop and improve customer service workflows, documentation, knowledge resources, and communication processes.
• Establish consistent procedures for handling complaints, service requests, feedback, and account-related inquiries.
• Analyze customer feedback and service data to identify trends and improvement opportunities.
• Work with Product and Operations teams to address service issues and improve the overall customer experience.
• Collaborate with Sales and Customer Success to support customer retention and relationship development.
• Oversee customer service systems, CRM platforms, ticketing tools, and reporting dashboards.
• Establish service quality reviews and continuous improvement initiatives.
• Develop staffing plans, resource allocation strategies, and performance management processes.
• Prepare regular service performance reports and recommendations for executive leadership.
• Manage customer service budgets and identify opportunities to improve operational efficiency.
• Recruit, train, coach, and develop customer service managers and team members.
• Promote accountability, clear communication, teamwork, and a customer-focused service culture.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Management, or a related field, or equivalent professional experience.
• 8+ years of progressive experience in customer service, customer support, customer experience, or service operations.
• 3+ years of experience leading customer service teams or operational functions.
• Demonstrated experience improving service quality, customer satisfaction, and operational performance.
• Strong understanding of customer service processes, complaint resolution, escalation management, and service quality standards.
• Experience managing service metrics, performance reports, and operational improvement initiatives.
• Excellent communication, leadership, analytical, and problem-solving skills.
• Strong organizational abilities and attention to detail.
• Experience with CRM systems, customer support platforms, ticketing tools, and reporting software.
• Ability to manage competing priorities and collaborate across departments.
• Ability to lead distributed teams and work effectively in a remote environment.

Preferred Qualifications

• Experience in technology, SaaS, professional services, healthcare, financial services, retail, or another customer-focused industry.
• Familiarity with CRM and service platforms such as Salesforce, Zendesk, HubSpot, ServiceNow, or comparable systems.
• Experience developing service standards, quality assurance programs, and customer feedback processes.
• Experience with customer journey analysis, service automation, and knowledge management.
• Experience managing customer service teams across multiple locations or time zones.
• Familiarity with customer experience metrics and continuous improvement methodologies.
• Professional certification …