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 customer service operations, improve service quality, and strengthen customer relationships. This role will oversee service delivery, customer support processes, issue resolution, performance management, and continuous improvement initiatives.

The ideal candidate combines strong leadership, communication, analytical, and operational skills with the ability to develop high-performing teams and deliver consistent, professional customer service.

Key Responsibilities

• Develop and implement customer service strategies aligned with company objectives.
• Oversee daily customer service operations and ensure timely, accurate, and professional responses to customer inquiries.
• Establish service standards, operating procedures, escalation protocols, and quality expectations.
• Monitor key performance indicators, including response times, resolution rates, customer satisfaction, and service quality.
• Lead the resolution of complex customer concerns and escalated service issues.
• Analyze customer feedback, complaints, and service data to identify recurring issues and improvement opportunities.
• Collaborate with Operations, Sales, Product, and other departments to address customer concerns and improve service delivery.
• Develop and maintain customer service workflows, knowledge resources, documentation, and communication standards.
• Establish consistent processes for handling customer requests, complaints, feedback, and account-related inquiries.
• Oversee CRM platforms, customer support systems, ticketing tools, and service reporting dashboards.
• Develop service quality monitoring programs and continuous improvement initiatives.
• Establish staffing plans, resource allocation processes, and team performance standards.
• Prepare regular operational reports and recommendations for senior leadership.
• Manage customer service budgets and identify opportunities to improve efficiency and resource utilization.
• Support customer retention initiatives through effective communication and timely issue resolution.
• Recruit, train, coach, and develop customer service managers and team members.
• Establish professional development plans and performance management processes.
• Promote accountability, teamwork, customer focus, and consistent service delivery.

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, customer experience, or service operations.
• 3+ years of experience leading customer service teams or operational functions.
• Demonstrated experience improving customer satisfaction, service quality, and operational performance.
• Strong understanding of customer service processes, complaint resolution, escalation management, and service standards.
• Experience developing performance metrics, operational reports, and process improvement initiatives.
• Excellent leadership, communication, organizational, and problem-solving skills.
• Strong analytical abilities and attention to detail.
• Experience with CRM platforms, ticketing systems, customer support software, and reporting tools.
• Ability to manage multiple priorities and collaborate effectively across departments.
• Ability to lead distributed teams in a remote work environment.

Preferred Qualifications

• Experience in technology, SaaS, professional services, healthcare, financial services, retail, or another customer-focused industry.
• Familiarity with Salesforce, Zendesk, HubSpot, ServiceNow, or comparable customer service platforms.
• Experience implementing service quality standards, customer feedback programs, and escalation procedures.
• Knowledge of customer experience metrics and continuous improvement methodologies.
• Experience with workflow automation, knowledge management, and service process optimization.
• Experience managing customer service teams across multiple locations or time zones.
• Relevant certification in customer experience, service management, or leadership is a plus.
• MBA or advanced degree in Business Admin…