Director of Customer Service

Job Summary

Leading the day-to-day operations of the Customer Service Department, the full-time Director of Customer Service will ensure high-quality customer experiences across all channels, drive performance through KPIs, and build a high-performing team in a fully remote environment.

Key responsibilities

• Manages compliance with Customer Service policies and continuously improves processes for scalability and consistency
• Provides leadership and supervision to Customer Service staff, ensuring alignment with service level expectations and performance evaluations
• Drives a culture of accountability by conducting regular performance reviews and addressing performance gaps while recognizing high performance

Required qualifications

• A college degree is required
• A minimum of 10+ years of Customer Service experience with leadership responsibility in a fast-growing organization
• Experience managing teams across DTC, B2B/Retail, and Returns
• Strong understanding of customer service operations, including performance management and multi-channel support
• Experience with customer service platforms and tools, leveraging data to drive performance and decision-making