Director of Customer Service
Job Title: Director of Customer Service Location: Remote, United States
About the Role
We are seeking an experienced and customer-focused Director of Customer Service to lead the organization's customer service operations, team performance, and service improvement initiatives. This role is responsible for ensuring exceptional customer support, improving service delivery, managing customer escalations, and implementing strategies that strengthen customer satisfaction and retention. The ideal candidate is a strong operational leader with excellent communication, problem-solving, and team development skills, as well as a proven ability to build efficient, high-performing customer service teams.
Key Responsibilities
Develop and implement customer service strategies, policies, and procedures aligned with organizational goals and customer expectations. Oversee daily customer service operations, ensuring timely, professional, and effective handling of customer inquiries, requests, and complaints. Lead, manage, and develop customer service managers, supervisors, and representatives to achieve operational targets and maintain high service standards. Establish and monitor key performance indicators (KPIs), including customer satisfaction (CSAT), Net Promoter Score (NPS), response times, first-contact resolution, and service quality. Analyze customer feedback, service trends, and operational data to identify performance gaps and implement improvement initiatives. Manage escalated customer concerns and complex service issues, ensuring timely resolution and positive customer outcomes. Collaborate with sales, marketing, operations, product development, and technology teams to address customer needs and improve the overall customer journey. Optimize customer service workflows, staffing models, and resource allocation to enhance productivity and operational efficiency. Oversee the effective use of CRM platforms, ticketing systems, knowledge management tools, and customer support technologies. Develop and implement employee training, onboarding, and professional development programs to strengthen service capabilities and product knowledge. Establish quality assurance standards and monitoring processes to evaluate customer interactions and ensure consistent service delivery. Develop customer service performance reports, analyze operational results, and present recommendations to senior leadership. Manage departmental budgets, workforce planning, and operational resources to support business requirements. Promote a customer-focused culture that emphasizes professionalism, accountability, empathy, and continuous improvement. Ensure customer service activities comply with company policies, applicable regulations, contractual obligations, and data privacy requirements.
Qualifications
Bachelor's degree in Business Administration, Communications, Customer Experience Management, or a related field. 7+ years of progressive experience in customer service, customer support, or service operations, including at least 3 years in a management or leadership role. Proven experience managing customer service teams and improving service quality, customer satisfaction, and operational performance. Strong knowledge of customer service operations, complaint resolution, escalation management, and customer relationship management (CRM) systems. Experience establishing performance metrics, analyzing customer feedback, and implementing data-driven process improvements. Demonstrated ability to lead, coach, and develop managers and frontline customer service employees. Excellent leadership, communication, interpersonal, and conflict-resolution skills. Strong analytical, organizational, and problem-solving abilities. Experience with workforce management, quality assurance, operational reporting, and budget oversight. Ability to collaborate effectively with cross-functional teams and manage multiple priorities in a fast-paced environment. Familiarity with omnichannel customer support platforms, service automation, and remote team management is preferred. Relevant professional certifications in customer experience, service management, or leadership are an advantage. Work Arrangement: Remote Employment Type: Full-Time Reporting To: Vice President of Customer Service or Chief Customer Officer (CCO)