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World Education Services · 19 hours ago

Director of Customer Service (Remote)

United States

Full-time

Remote

Director/Executive

$165K/yr - $180K/yr

7+ years exp

World Education Services (WES) is a non-profit social enterprise that supports the educational, economic, and social inclusion of immigrants, refugees, and international students. The Director of Customer Service will lead the global customer service function, focusing on elevating service quality, modernizing systems, and ensuring customer insights inform business decisions.

ConsultingHigher Education

H1B Sponsor Likely

Responsibilities

Own end-to-end customer service performance across all channels (email, phone, chat, social), geographies, and vendors

Establish clear operational standards for responsiveness, resolution quality, tone, and escalation management

Stabilize and reduce backlogs, improve first-contact resolution, and ensure consistent SLA adherence

Lead crisis and escalation management with composure, clarity, and accountability

Analyze our current customer experience, pathways and our overall CX positioning in relation to industry recognized models

Develop a clear, agreed strategy and framework for delivering our evolved customer experience, which will enable us to deliver best-in-class customer experience

Lead and manage external customer service vendors, ensuring performance, cost-effectiveness, and quality alignment

Define clear governance, KPIs, and operating cadences with vendors; intervene decisively when performance gaps emerge

Partner with internal stakeholders to assess make-vs-buy decisions and evolve the vendor footprint over time

Navigate and optimize service delivery across regions and time zones, with sensitivity to cultural and operational nuances

Own the customer service technology stack, including CRM and ticketing systems (e.g., Salesforce or equivalent)

Partner closely with Product, Technology, and Data teams to improve tooling, automation, reporting, and self-service capabilities

Leverage data and insights to identify systemic issues, root causes, and opportunities for operational improvement

Champion a mindset of continuous improvement, experimentation, and learning within the function

Elevate customer insights into actionable intelligence for leadership across Product, Operations, Finance, and Strategy

Translate customer pain points into clear priorities and business cases for change

Serve as a credible advocate for customers, balancing empathy with operational realism

Build strong partnerships across the organization to ensure customer service is integrated, not siloed

Lead, coach, and develop a senior customer service leadership team

Identify and implement the appropriate tools, training, skills development, processes, technology or systems that will enable the team to deliver high quality and effective services and solutions

Set clear expectations, accountability, and performance standards

Lead the function through change with clarity, steadiness, and transparency

Foster a culture of ownership, professionalism, and pride in service excellence

Qualification

Customer service leadershipGlobal operations managementCRM platformsData analysisVendor managementChange managementOperational disciplineCommunication skillsTeam leadership

Required

7+ years of experience in customer service, operations, or customer solutions leadership, including senior-level roles

Proven track record leading complex, multi-channel, global customer service operations

Demonstrated experience managing and scaling third-party vendors and outsourced service models

Strong operational discipline with the ability to move from diagnosis to execution

High comfort with CRM platforms, customer service tooling, reporting, and analytics

Experience leading teams through ambiguity, change, and operational reset

Strong executive presence and communication skills, able to influence across levels and functions

Preferred

Experience in mission-driven, social enterprise environments

International or cross-cultural operational experience

Exposure to automation, AI-assisted service tools, or workflow modernization

Experience partnering closely with Product and Technology teams

Benefits

Work-Life Harmony: We believe that success is all about maintaining balance. Enjoy the freedom of remote work and flexible scheduling, paired with generous time-off policies designed to assist you in maintaining a healthy equilibrium between your personal and professional commitments. Our comprehensive wellness programs and work environment are focused on fostering your well-being.

Rewards and Recognition: Your dedication and achievements are the cornerstone of our success. We recognize the importance of valuing your hard work which is why we offer competitive compensation, comprehensive benefits, and tangible rewards to celebrate your contributions.

Professional Growth and Development: We are committed to nurturing growth within our team, recognizing that growth is essential to providing opportunities for career advancement and ongoing professional development. To prioritize your learning and success, we invest in comprehensive training programs and offer tuition reimbursement opportunities. We promote a culture of continuous learning that empowers you to thrive and evolve in your career.

Innovation and Impact: Engage in work that directly transforms lives and empowers individuals and communities by expanding access to global educational and professional pathways. Join us in fostering a culture that values innovation, embraces new approaches, and leverages transformation to implement and drive impactful change.

Community and Connection: Our team is made up of individuals from different cultures and backgrounds who have varying perspectives and ideas. Our diverse workforce reflects the global community we serve, and we take pride in it. We are committed to fostering a workplace where everyone feels valued, respected, and included. Experience the power of connection by participating in a range of activities, including employee-led resource groups, town halls, collaborative team events, meaningful volunteer opportunities, and initiatives that promote equity, celebrate diversity, and cultivate a strong sense of belonging within our organization.

Company

World Education Services

World Education Services, Inc. is a non-profit organization.

Founded in 1974

New York, New York, USA

201-500 employees

http://www.wes.org/

H1B Sponsorship

World Education Services has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (5)

2023 (1)

2022 (2)

2021 (6)

2020 (8)