We are seeking an experienced and strategic Customer Service Director to lead our global customer service organization. The ideal candidate will be responsible for developing and executing customer service strategies that drive customer satisfaction, loyalty, and operational excellence across all support channels.
Key Responsibilities:
Strategic Leadership:Develop and implement comprehensive customer service strategies aligned with company objectivesEstablish and monitor KPIs to measure team performance and customer satisfaction metrics (CSAT, NPS, FCR)Drive continuous improvement initiatives to enhance service quality and efficiencyTeam Management:Lead, mentor, and develop a multidisciplinary customer service organizationOversee recruitment, training, and performance management of customer service teamsFoster a customer-centric culture and promote professional development across the organizationOperational Excellence:Manage daily operations across all support channels (phone, email, chat, social media)Optimize resource allocation and workforce management to ensure adequate coverageDevelop and maintain standard operating procedures and quality assurance programsStakeholder Management:Collaborate with cross-functional leaders to address customer needs and improve overall experiencePresent regular performance reports and strategic recommendations to executive leadershipServe as the executive escalation point for critical customer issuesTechnology & Innovation:Oversee customer service technology stack (CRM, helpdesk software, AI tools)Identify and implement innovative solutions to enhance customer experienceManage departmental budget and technology investmentsQualifications:
Experience:10+ years in customer service leadership roles, with at least 5 years at director levelProven experience managing large, global customer service teamsBackground in [Industry, e.g., SaaS, E-commerce, FinTech] preferredSkills:Exceptional leadership and team development capabilitiesStrong analytical and data-driven decision making skillsExcellent communication and stakeholder management abilitiesDeep understanding of customer service technologies and trendsBudget management and financial acumenEducation:Bachelor's degree in Business Administration or related fieldMaster's degree or relevant professional certifications preferred