Director of Customer Service

Our client is seeking a Director of Customer Service to lead strategy, execution, and continuous improvement of customer support operations. This role owns the end-to-end customer service experience to drive customer satisfaction, retention, and operational efficiency. The leader will scale teams, optimize processes, and partner cross-functionally to support business growth.

• Develop and execute a comprehensive customer service strategy aligned with company goals, customer expectations, and growth objectives.

• Lead, manage, and develop customer service managers and frontline teams across multiple support channels (phone, email, chat, self-service, social).

• Own customer service operations including staffing models, capacity planning, budgets, and performance management.

• Establish, track, and optimize key metrics (CSAT, NPS, FCR, AHT, SLA compliance, retention).

• Partner with Product, Sales, Marketing, and Operations to improve the end-to-end customer journey.

• Drive continuous improvement through process optimization, automation, and technology adoption.

• Oversee customer service platforms, CRM systems, and reporting tools to ensure accurate insights and scalability.

• Manage escalations and ensure timely resolution of complex or high-impact customer issues.

• Represent the voice of the customer at the leadership level and translate insights into actionable improvements.

• Extensive senior-level experience leading customer service or customer experience teams.

• Strong understanding of customer support operations, metrics, and performance optimization.

• Proven ability to scale teams and processes in fast-paced or high-growth environments.

• Experience with CRM and customer service platforms (e.g., Zendesk, Salesforce, Freshdesk, ServiceNow, or similar).

• Advanced analytical skills with ability to translate data into strategic insights.

• Excellent leadership, communication, and stakeholder management skills.

• Preferred: 8+ years of experience in customer service, customer experience, or operations roles.

• Preferred: Industry experience in technology, SaaS, e-commerce, BPO, or service-driven organizations.

• Preferred: Experience managing distributed or global customer service teams.

• Preferred: Familiarity with digital transformation, automation, or self-service strategies.

• Remote-first or hybrid environment.

• Growth-oriented, customer-centric organization with evolving service needs.

• Cross-functional collaboration with Sales, Product, Operations, and Executive stakeholders.

• By applying, you may join a candidate network for current and future opportunities and may receive feedback on your resume and job search approach.