Director of Customer Service

Role Description The Director of Customer Service is a full-time, remote role responsible for overseeing all aspects of customer service operations and strategy. This position leads and mentors customer service teams, sets performance standards, and implements processes that enhance customer satisfaction and customer experience. Day-to-day activities include monitoring service metrics, resolving escalated issues, collaborating with cross-functional teams to improve service delivery, and ensuring consistent, high-quality communication with clients. The director will develop and refine customer service policies, implement feedback mechanisms, and use data to drive continuous improvement across all customer touchpoints. This role also involves contributing to strategic planning to align customer service initiatives with overall business goals.

Qualifications

• Strong background in Customer Service and Customer Service Management, with proven experience leading service teams and operations.
• Demonstrated ability to drive Customer Satisfaction and enhance Customer Experience through structured processes and initiatives.
• Experience in Team Management, including coaching, performance management, and building high-performing, distributed teams.
• Excellent communication, conflict resolution, and stakeholder management skills, with the ability to handle complex and escalated customer issues.
• Experience in logistics, transportation, or related industries is highly beneficial, especially in international and challenging environments.
• Ability to work effectively in a remote setting, using digital tools for collaboration, reporting, and team coordination.
• Bachelor’s degree in Business, Management, Communications, or a related field; advanced degrees or relevant certifications are an advantage.
• Strong analytical skills and familiarity with customer service metrics, CRM systems, and continuous improvement methodologies.