Job Description
:
We are seeking a highly motivated and experienced Director of Customer Service to lead and manage our customer service operations. This hybrid role, based in the Charleston area, requires an individual with a deep understanding of customer satisfaction, leadership, and operational management. The Director will play a key role in shaping the customer experience, driving operational efficiency, and fostering a culture of accountability and growth.
Key Responsibilities:
Leadership & Team Management:
- Lead, mentor, and develop a team of customer service managers and representatives.
- Hold weekly team meetings and individual one-on-one meetings to provide coaching, performance feedback, and updates on departmental goals.
- Create a positive work environment that fosters accountability, teamwork, and professional growth.
- Implement training and development programs to enhance customer service skills.
- Develop and implement career development paths and succession planning to support team members’ long-term growth within the organization.
- Establish individual performance goals and provide ongoing coaching and feedback to ensure continuous improvement.
- Foster a culture of accountability, ownership, and customer-centric behavior across the team.
Strategy & Planning:
- Develop and implement customer service strategies, policies, and best practices to ensure exceptional customer experiences.
- Collaborate with executive leadership to align customer service goals with overall business objectives.
- Monitor customer service trends and innovate new ways to improve service delivery.
Operational Management:
- Oversee daily operations of the customer service department, ensuring efficient responses to customer inquiries, complaints, and feedback.
- Manage customer service workflows, including call center operations, email, chat, and social media support.
- Establish and track key performance metrics (KPIs) such as response time, first contact resolution, and customer satisfaction scores.
- Develop efficient schedules to ensure appropriate coverage and optimal performance for the team.
Customer Experience Improvement:
- Identify pain points in the customer journey and implement solutions to improve overall customer satisfaction.
- Develop strategies for handling complex customer complaints and escalations.
- Lead initiatives to improve customer loyalty, retention, and brand advocacy.
Technology & Tools:
- Evaluate and recommend tools and technologies to enhance customer service capabilities and efficiencies.
- Collaborate with other departments to ensure seamless integration of customer service tools with overall business systems.
Budgeting & Reporting:
- Prepare and manage the customer service department’s budget, ensuring efficient allocation of resources.
- Provide regular reports on customer service performance, team productivity, and overall department health to senior management.
Data-Driven Decision Making:
- Analyze customer service data, trends, and KPIs to make informed decisions and drive improvements.
- Utilize data to identify areas for process improvement and optimize team performance.
- Provide regular reports and insights to senior leadership on customer service performance.
Qualifications:
- Bachelor’s degree in Business Administration, Communications, or a related field (Master’s preferred).
- 7+ years of experience in customer service, with at least 3 years in a leadership role.
- Proven ability to manage large teams and multi-channel customer support operations.
- Strong understanding of customer service technologies, CRM systems, and performance metrics.
- Excellent communication, problem-solving, and organizational skills.
- Ability to thrive in a fast-paced, results-oriented environment.
Preferred Skills:
- Experience with Shopify and Gorgias is a plus.
- Experience in customer service strategy development for a fast-growing business.
- Familiarity with eCommerce, retail, or a similar industry.
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