Director of Customer Service and Business Operations

Role Description The Director of Customer Service and Business Operations is a full-time, remote role responsible for overseeing customer service strategy and operational excellence across the organization. This role leads and mentors customer service teams, sets performance standards, and ensures high levels of customer satisfaction and experience. Day-to-day responsibilities include designing and refining service processes, monitoring key performance indicators, resolving escalated issues, and collaborating with cross-functional teams such as marketing, sales, and production to support seamless client delivery. The director will also optimize workflows, implement tools and systems to improve efficiency, and contribute to business planning and resource allocation. The role requires a hands-on leader who can combine strategic thinking with practical execution, maintaining consistent service quality in a dynamic, creative environment.

Qualifications

• Demonstrated skills in Customer Service Management and Customer Service, with the ability to design and improve service processes.
• Experience in enhancing Customer Experience and driving Customer Satisfaction through data-informed decisions and continuous improvement.
• Proven Team Management capabilities, including leading, coaching, and developing remote and cross-functional teams.
• Strong operational management skills, including process optimization, performance tracking, and use of CRM or customer support platforms.
• Excellent communication and interpersonal skills, with the ability to build trust and alignment among internal teams and clients.
• Strategic thinking, analytical skills, and comfort working with metrics and reports to inform decisions.
• Background in creative, marketing, agency, or service-driven environments is highly beneficial.
• Bachelor’s degree in Business, Management, Communications, or a related field, or equivalent practical experience.
• Ability to work independently in a remote setting, manage multiple priorities, and adapt to a fast-paced, evolving organization.