Director of Customer Service

Role Description The Director of Customer Service at Imperium Credit Repair – Puerto Rico is a full-time remote role responsible for leading the customer service function and ensuring a consistently high-quality client experience. This position oversees daily operations of the customer service team, including setting performance standards, monitoring service metrics, and implementing process improvements that support credit repair clients. The Director will design and refine customer service policies, manage escalated cases, and collaborate with other departments to resolve complex issues and improve end-to-end customer journeys. This role also involves coaching and developing team members, conducting regular performance reviews, and organizing training to align service delivery with regulatory and company standards. The Director of Customer Service will analyze customer feedback and data to drive strategic initiatives that enhance satisfaction, retention, and trust in the Imperium Credit Repair brand.

Qualifications

• Demonstrated ability in Customer Service Management and Team Management, including leading remote teams, setting goals, and managing performance.
• Strong focus on Customer Satisfaction and Customer Experience, with experience designing and improving customer journeys and feedback processes.
• Hands-on expertise in Customer Service operations, including handling escalations, resolving complex issues, and standardizing service procedures.
• Proven skills in data analysis and reporting, using KPIs and customer feedback to inform decisions and drive continuous improvement.
• Excellent written and verbal communication skills in English; Spanish proficiency is highly beneficial for serving Puerto Rico–based clients.
• Experience in financial services, credit repair, or a related regulated industry is preferred, with knowledge of compliance and privacy standards.
• Strong problem-solving, organizational, and time management skills, with the ability to work independently in a remote environment.
• Bachelor’s degree in Business, Management, Communications, or a related field, or equivalent relevant experience.