The Director of Customer Service is a customer service leadership role that has the primary responsibility of running service center operations. The service center operations include phone support, email support, chargebacks support, and related customer service functions. A successful candidate will be a hands-on leader, have a serving heart and deep operational experience in (SOFTWARE/SAAS) customer service environments.

Primary Responsibilities

Manage the day-to-day operations of the customer service organization – 10+ people in a fast-paced and growing organization
Manage the chargebacks operations
Be data driven – develop, implement, and continuously improve metrics like NPS, CSAT etc.
Coach, train, and mentor the customer service staff
Implement and maintain phone systems, service desk applications and other systems/tools
Achieve operational and quality efficiencies
Lead with a serving heart

About You:

A strong multitasker with an exceptional ability to prioritize and manage time effectively
Advocate for best-in-class customer service
Experience and proven ability to influence without authority within your organization and outside of your organization
Strong analytic skills – able to synthesize data as required to map trends and make decisions based on data as well as using data to tell stories (for reports, presentations, etc.)
Documented ability to lead, mentor and grow a team of customer support professionals
Someone who thrives in a fast-paced and scrappy environment where flexibility, adaptability, and teamwork prevail

Desired Skills and Experience:

Bachelor’s Degree preferred. M.B.A would be a plus.
At least 3-5 years of senior leadership experience in service center operations within the software industry
Good understanding of CRM systems, reporting, basic analytics
High energy individual who can thrive in a fast-paced start-up environment
Ability to work in a highly matrixed and collaborative environment
Must have superior written and verbal communication skills
Highly evolved EQ