Directo of Customer Servic

Role Description This part-time, remote Director of Customer Service role at Je Suis Copa is responsible for overseeing all customer-facing support operations and ensuring a consistently high-quality experience across channels. The Director will design and refine customer service processes, set performance standards, and monitor metrics related to customer satisfaction and response times. Day-to-day responsibilities include leading and mentoring the customer service team, handling escalated inquiries, and implementing best practices for phone, email, and chat communication. The role also involves collaborating with other departments to address customer feedback, improve policies, and support continuous service enhancements. This position requires a hands-on approach to both strategic planning and operational execution in a remote environment.

Qualifications

Strong customer service foundation, including Customer Service, Customer Support, and Customer Experience skills. Demonstrated focus on Customer Satisfaction, with the ability to design and track service quality metrics. Professional communication and Phone Etiquette skills for managing escalations and guiding team standards. Experience leading or managing customer service teams, preferably in a remote or distributed setting. Ability to analyze customer feedback and operational data to inform process improvements and strategy. Excellent written and verbal communication skills in English, with clear, empathetic, and solution-oriented style. Proficiency with customer service software, CRM tools, and basic productivity applications. Bachelor’s degree in Business, Communications, or a related field, or equivalent relevant experience.