Director of Customer Service

Role Description

The Director of Customer Service is a full-time remote role responsible for leading the customer service function and ensuring a consistent, high-quality experience for all customers. This role oversees customer service teams, sets performance standards, and implements processes to enhance customer satisfaction and retention. Daily responsibilities include monitoring service metrics, resolving escalated issues, analyzing customer feedback, and collaborating with cross-functional stakeholders to improve service delivery. The Director will design and refine customer experience strategies, develop training programs, and ensure alignment with company goals and regulatory requirements. This position also involves reporting on key performance indicators, managing budgets and resources, and driving continuous improvement across customer service operations.

Qualifications

• Demonstrated expertise in Customer Service Management and Customer Service, with the ability to build and maintain effective service operations.
• Strong focus on Customer Satisfaction and Customer Experience, including experience designing and implementing initiatives that improve service quality and loyalty.
• Proven Team Management skills, including leading remote teams, coaching, performance management, and workforce planning.
• Experience in the oil and energy sector or related industries is preferred, with an understanding of industry-specific customer needs and regulations.
• Excellent communication, problem-solving, and conflict resolution skills, with the ability to handle complex and escalated customer issues.
• Ability to analyze data and service metrics, use CRM or customer support platforms, and present insights to leadership.
• Bachelor’s degree in Business, Management, Communications, or a related field; advanced degree or relevant certifications in customer service or operations are a plus.
• Capacity to work independently in a remote environment, prioritize multiple demands, and drive cross-functional collaboration.