Director of Customer Service

Director of Customer Service

Location: Remote – United States

Employment Type: Full-Time

Department: Customer Service

Reports To: Vice President of Operations

About the Role

We are seeking a Director of Customer Service to lead customer support operations, improve service quality, and ensure a consistent customer experience. The ideal candidate has strong leadership skills and experience managing service teams, performance metrics, and customer relationships.

Key Responsibilities

• Oversee daily customer service operations and team performance.
• Develop service standards, procedures, and performance goals.
• Lead, train, and support customer service managers and staff.
• Monitor customer satisfaction, response times, and issue resolution.
• Handle escalated customer concerns and identify recurring problems.
• Collaborate with sales, operations, and other departments to improve service.
• Review performance reports and implement process improvements.
• Manage staffing, budgets, and departmental resources.

Qualifications

• Bachelor’s degree in Business Administration or a related field preferred.
• 7+ years of customer service experience, including team leadership.
• Strong communication, problem-solving, and organizational skills.
• Experience with customer service metrics and CRM systems.
• Ability to manage multiple priorities and lead distributed teams.

What We Offer

• Competitive salary and benefits.
• Remote work flexibility within the United States.
• Paid time off and professional development opportunities.

Equal Opportunity

We are an equal opportunity employer and welcome qualified applicants from diverse backgrounds.

How to Apply

Submit your resume highlighting your customer service leadership experience.