Director of Customer Service
Director of Customer Service Location: Remote, United States
About the Role
We are seeking an experienced and customer-focused Director of Customer Service to oversee daily customer service operations, lead support teams, and improve the overall customer experience. This role is responsible for ensuring timely and effective resolution of customer inquiries, maintaining service quality standards, and implementing processes that strengthen customer satisfaction and retention. The ideal candidate will have strong leadership and communication skills, a solid understanding of customer service operations, and the ability to use performance data and customer feedback to improve service delivery and team effectiveness.
Key Responsibilities
Oversee daily customer service operations to ensure efficient workflows and consistent, high-quality customer support. Lead, mentor, and develop customer service managers, supervisors, and representatives to achieve performance goals. Establish and monitor key performance indicators, including customer satisfaction, response times, resolution rates, service quality, and customer retention. Develop and implement customer service policies, procedures, and service standards that support company objectives. Manage escalated customer complaints and complex service issues, ensuring timely and appropriate resolutions. Analyze customer feedback, service reports, and performance trends to identify areas for improvement. Collaborate with Sales, Marketing, Product, and Operations teams to resolve recurring customer concerns and improve service processes. Develop employee training, onboarding, and coaching programs to strengthen service skills and product knowledge. Monitor staffing levels, workforce schedules, and resource allocation to maintain adequate service coverage. Identify opportunities to streamline workflows, reduce response times, and improve operational efficiency. Oversee the use of customer relationship management (CRM) platforms and customer support systems to improve service tracking and reporting. Maintain quality assurance procedures to ensure consistent communication, professionalism, and adherence to company policies. Support departmental budgeting, cost management, and resource planning. Prepare regular reports on customer service performance, customer satisfaction, team productivity, and improvement initiatives for senior management.
Qualifications
Bachelor's degree in Business Administration, Management, Communications, or a related field is preferred. 5+ years of experience in customer service, customer support, or service operations, including management or team leadership responsibilities. Proven ability to manage customer service teams and improve service quality and operational performance. Strong understanding of customer service metrics, quality assurance, complaint resolution, and customer retention. Experience with CRM platforms, customer support software, reporting tools, and workforce management systems. Excellent leadership, communication, interpersonal, and problem-solving skills. Ability to analyze service data, identify performance gaps, and implement practical improvements. Strong organizational skills and the ability to manage competing priorities in a fast-paced environment. Demonstrated ability to coach employees, resolve escalated issues, and maintain high service standards. Experience collaborating with cross-functional teams to improve the customer experience. Experience managing remote or geographically distributed teams is an advantage. Work Arrangement Remote — United States Employment Type Full-time Reporting To Vice President of Customer Service or Chief Operating Officer (COO), depending on the company's organizational structure.