Director of Customer Service

Owning the AI strategy for customer service operations, the full-time remote Director of Customer Service will manage customer-facing AI solutions, enhance agent-enablement tools, and drive performance metrics to support company growth while ensuring high-quality customer interactions. Key responsibilities Scale support capacity and make strategic build-vs-buy decisions for AI tools Drive resolution and customer satisfaction across multiple support channels, conducting root-cause analysis when necessary Manage knowledge infrastructure to ensure AI readiness for new product launches and maintain effective content retrieval Required qualifications 5+ years in customer service or operations support with significant project management experience Proven track record of scaling and optimizing AI-driven programs Experience leading voice, chat, and email support channels Hands-on fluency with LLM-based tools and a strong understanding of metrics beyond deflection rate Demonstrated success in change management and vendor evaluation