Director of Customer Service

Job Description

About the Organization

We are a globally scaled technology organization delivering subscription-based digital products and platforms used by millions of customers across diverse markets. Our ecosystem spans web, mobile, and integrated enterprise solutions, enabling seamless digital experiences for both individual consumers and enterprise clients.

At the core of our business is a commitment to exceptional customer experience as a strategic differentiator. We operate in a highly competitive environment where customer expectations are shaped by real-time responsiveness, personalization, and frictionless service interactions. To meet these expectations, we have built a sophisticated customer engagement infrastructure powered by AI, automation, and advanced analytics.

Our customer service organization handles high-volume, multi-channel interactions across voice, chat, email, and social platforms, supported by intelligent routing systems, self-service capabilities, and predictive support models. We continuously invest in customer journey optimization, service automation, and workforce transformation to ensure scalability and efficiency.

The Director of Customer Service will play a critical leadership role in overseeing global customer support operations, driving service excellence, and transforming the customer experience through innovation and operational efficiency. This role requires a leader who can integrate technology, people, and process to deliver world-class service outcomes.

You will partner closely with product, engineering, operations, and customer success teams to ensure that every customer interaction is aligned with our brand promise and business objectives. This is a high-impact role with direct responsibility for customer satisfaction, retention, and operational performance.

Essential Duties and Responsibilities

• Lead and manage global customer service operations across multiple regions and channels.
• Develop and execute strategies to improve customer satisfaction (CSAT), Net Promoter Score (NPS), and retention metrics.
• Oversee omnichannel support, including voice, chat, email, and social media platforms.
• Drive implementation of AI-powered customer support tools, chatbots, and automation systems.
• Optimize workforce management, including staffing models, scheduling, and productivity metrics.
• Monitor and improve key performance indicators such as response times, resolution rates, and service quality.
• Collaborate with product and engineering teams to address customer pain points and improve user experience.
• Establish and enforce service standards, policies, and quality assurance frameworks.
• Lead continuous improvement initiatives focused on process optimization and cost efficiency.

Job Qualifications and Requirements

• Bachelor’s or Master’s degree in Business Administration, Communications, or related field; MBA preferred.
• 10–15+ years of experience in customer service or customer experience leadership roles.
• Proven experience managing large-scale, global customer support operations.
• Strong understanding of customer experience (CX) strategies and service delivery models.
• Experience with customer service platforms such as Zendesk, Salesforce Service Cloud, or similar systems.
• Familiarity with AI-driven support tools, automation, and CRM systems.
• Strong analytical skills with the ability to interpret customer data and performance metrics.

Personal Capabilities and Qualifications

• Customer-centric leader with a strong focus on service excellence and user experience.
• Exceptional leadership and team management skills across large, distributed teams.
• Strong communication and interpersonal abilities.
• Data-driven mindset with focus on continuous improvement and performance optimization.
• Problem-solving skills with the ability to manage complex service environments.
• Adaptability in a fast-paced, high-growth organization.

Strategic Support

• Partner with executive leadership to define and execute a global customer experience strategy.
• Provide insights into customer behavior, satisfaction trends, and service improvements.
• Support initiatives focused on digital transformation and automation of customer support.
• Align customer service operations with overall business goals and growth strategies.

Working Conditions

• Hybrid leadership role with oversight of global customer service teams and operations centers.
• High-performance environment with direct accountability for customer satisfaction and retention.
• Frequent collaboration with cross-functional teams and executive leadership.
• Occasional travel for global team alignment and operational reviews.

Job Function

• Customer Service Operations Leadership
• Omnichannel Support Management
• Customer Experience (CX) Strategy
• Performance Metrics & KPI Management
• Process Optimization & Automation
• Workforce Management & Service Delivery

Compensation & Benefits

• Compensation Package: $324,000 – $430,000 base + performance bonus + equity incentives
• Comprehensive healthcare and wellness programs
• Retirement and financial planning support
• Performance-based incentives tied to customer satisfaction and operational outcomes
• Leadership development and executive training programs
• Global career advancement opportunities

Why Join Us

• Lead customer experience within a global technology and digital services leader.
• Drive innovation through AI-powered customer support and automation.
• Influence customer satisfaction and retention at a global scale.
• Work with high-performing teams across product, engineering, and operations.
• Be part of an organization focused on customer-centric growth and service excellence.