Director of Customer Service

Job Summary

Owning the AI strategy for customer service operations, the full-time remote Director of Customer Service will manage customer-facing AI solutions, enhance agent-enablement tools, and drive performance metrics to support company growth while ensuring high-quality customer interactions.

Key responsibilities

• Scale support capacity and make strategic build-vs-buy decisions for AI tools
• Drive resolution and customer satisfaction across multiple support channels, conducting root-cause analysis when necessary
• Manage knowledge infrastructure to ensure AI readiness for new product launches and maintain effective content retrieval

Required qualifications

• 5+ years in customer service or operations support with significant project management experience
• Proven track record of scaling and optimizing AI-driven programs
• Experience leading voice, chat, and email support channels
• Hands-on fluency with LLM-based tools and a strong understanding of metrics beyond deflection rate
• Demonstrated success in change management and vendor evaluation