Director of Customer Service

A company is looking for a Director of Customer Service to design and scale the service operation that enhances customer experience and retention.

Key Responsibilities

Lead the service department, overseeing the performance of service agents and managers

Architect processes and systems to streamline operations and improve customer experience

Own retention strategies and KPIs, driving initiatives to reduce churn and enhance customer engagement

Required Qualifications

5+ years in Service or Operations leadership, with at least 3 years managing managers

Experience in designing and optimizing processes that enhance efficiency and customer satisfaction

Strong understanding of contact center operations and performance management

Proven ability to analyze data and implement actionable insights

Comfortable in fast-paced, high-growth startup environments