Hamilton · 1 month ago
Director of Customer Service
US-NV-Reno
Full-time
Onsite
Senior Level, Lead/Staff
$160K/yr - $160K/yr
10+ years expHamilton Company is a worldwide leader in the design and manufacture of precision fluid measuring products. The Director of Customer Service is responsible for leading a modern, data-driven customer service organization, overseeing operations, and driving improvements in customer satisfaction and operational efficiency.
BankingFinanceInsuranceRisk Management
Responsibilities
Establish and drive a long-term customer service strategy aligned with Hamilton Company's business objectives and growth plans
Set the strategic direction for customer service operations in alignment with broader business objectives
Develop, implement, and maintain customer service policies, procedures, and standards
Define and communicate the customer service vision and roadmap across the organization
Lead, mentor, and develop customer service specialists and representatives
Identify training needs and develop programs to enhance team performance and capability
Foster a high-performing, customer-centric culture focused on accountability and continuous improvement
Own day-to-day customer service operations to ensure consistent, high-quality support across all channels (phone, email, chat, HubSpot, ERP, web, and other digital platforms)
Monitor key customer service performance metrics and identify opportunities for improvement
Implement workforce management practices (forecasting, scheduling, real-time management) to optimize coverage, productivity, and service levels
Establish and continuously refine standard operating procedures (SOPs) to reduce variability, rework, and hand-offs
Oversee the resolution of escalated customer issues, acting as a point of contact for complex or sensitive cases
Drive digital transformation initiatives within customer service, including the evaluation and implementation of AI enabled tools and automation
Design and optimize end-to-end processes where possible - Partner with IT and Business Systems to ensure robust integrations between CRM (e.g., HubSpot), ERP, logistics, and other core platforms
Oversee systems for capturing, tracking, and analyzing customer feedback, inquiries, and service metrics
Standardize and continuously improve processes to increase efficiency, reduce handoffs, and improve first-contact resolution
Build and maintain dashboards and reporting to provide real-time visibility into performance, trends, and risk areas
Partner closely with Sales, Logistics, Product Management, Production, Technical Support, Finance, and other departments to improve the end-to-end customer journey
Establish closed-loop feedback mechanisms to turn customer feedback (surveys, complaints, product issues) into actionable insights for Sales, Product Management, Engineering, and operations
Represent the Customer Service function in cross-functional projects and business reviews
Develop, manage, and optimize the customer service departmental budget
Ensure appropriate staffing levels, tools, and resources to meet service level expectations
Support workforce planning and capacity management based on demand trends
Qualification
Required
Proven experience in building or transforming centralized customer service organizations in a complex, technical, or multi-business-unit environment
Demonstrated track record of setting strategy, implementing standard processes, and delivering measurable improvements in key performance indicators (KPIs)
Proven ability to build strong partnerships with Business Unit Leaders, Sales, Technical Support, Finance, Operations, and other stakeholders
Strong analytical skills; uses metrics and data to guide decisions and communicate effectively with leadership
Exceptional leadership and influencing skills, with experience mentoring and developing high-performing teams
Excellent verbal and written communication skills, with the ability to present complex information clearly to diverse audiences
Strong organizational and time management skills, with the ability to manage multiple priorities and deadlines in a fast paced environment
Collaborative mindset with the ability to work effectively in cross-functional and matrixed environments
High proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); experience with ERP systems and HubSpot (or similar CRM platforms) is required
Bachelor's degree in Business Administration, Engineering, or related field is required
10+ years of progressive experience in customer service, customer operations, or related functions, with at least 5 years in a formal leadership role
Preferred
An advanced degree (e.g., MBA or related) is preferred
Background in Life Sciences, lab instrumentation, industrial automation, or other technical products is strongly preferred
Benefits
Medical, dental, vision insurance
Paid time off
Disability insurance
401k
Tuition reimbursement
And much more
Company
Hamilton
Hamilton Insurance Group, Ltd.
501-1000 employees
Funding
Current Stage
Public CompanyTotal Funding
$776.67M2023-11-10IPO
2017-05-15Acquired
2015-01-01Undisclosed· $250M
Leadership Team
Pina Albo
Chief Executive Officer
Peter Riihiluoma
SVP, Head of Specialty Reinsurance
Recent News
Morningstar.com
2026-01-23
2026-01-13
2025-12-16
Company data provided by crunchbase