Director of Customer Service jobs in United States
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Undisclosed ยท 23 hours ago

Director of Customer Service

positionUnited States
timeFull-time
remoteRemote
senioritySenior Level, Lead/Staff
money$150K/yr - $350K/yr
date8+ years exp

Our client is seeking a Director of Customer Service to lead the strategy, execution, and continuous improvement of customer support operations. This role will own the end-to-end customer service experience, ensuring high levels of customer satisfaction, retention, and operational efficiency.

Financial Services

Responsibilities

Develop and execute a comprehensive customer service strategy aligned with company goals, customer expectations, and growth objectives
Lead, manage, and develop customer service managers and frontline teams across multiple support channels (phone, email, chat, self-service, social)
Own customer service operations, including staffing models, capacity planning, budgets, and performance management
Establish, track, and optimize key customer service metrics such as CSAT, NPS, FCR, AHT, SLA compliance, and retention
Partner closely with Product, Sales, Marketing, and Operations teams to improve the end-to-end customer journey
Drive continuous improvement initiatives through process optimization, automation, and technology adoption
Oversee customer service platforms, CRM systems, and reporting tools to ensure accurate insights and scalability
Manage escalations and ensure timely resolution of complex or high-impact customer issues
Represent the voice of the customer at the leadership level, translating insights into actionable business improvements

Qualification

Customer service leadershipCustomer support operationsCRM platformsPerformance optimizationAnalytical skillsStakeholder managementCommunication skills

Required

Extensive experience leading customer service or customer experience teams at a senior level
Strong understanding of customer support operations, metrics, and performance optimization
Proven ability to scale teams and processes in fast-paced or high-growth environments
Experience with CRM and customer service platforms (e.g., Zendesk, Salesforce, Freshdesk, ServiceNow, or similar)
Advanced analytical skills with the ability to translate data into strategic insights
Excellent leadership, communication, and stakeholder management skills

Preferred

8+ years of experience in customer service, customer experience, or operations roles
Prior experience in technology, SaaS, e-commerce, BPO, or service-driven industries
Experience managing distributed or global customer service teams
Familiarity with digital transformation, automation, or self-service strategies

Company

Undisclosed

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Financial Services
dateFounded in 2016
location
US
people-size10001+ employees

Funding

Current Stage
Late Stage

Leadership Team

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Sean Blanton, Ph.D.
Co-Founder and Member of the Management Board
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Jeff Saginor
Chief Technology Officer
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Company data provided by crunchbase