Director of Customer Service

Leading the day-to-day operations of the Customer Service Department, the full-time Director of Customer Service will ensure high-quality customer experiences across all channels, drive performance through KPIs, and build a high-performing team in a fully remote environment. Key responsibilities Manages compliance with Customer Service policies and continuously improves processes for scalability and consistency Provides leadership and supervision to Customer Service staff, ensuring alignment with service level expectations and performance evaluations Drives a culture of accountability by conducting regular performance reviews and addressing performance gaps while recognizing high performance Required qualifications A college degree is required A minimum of 10+ years of Customer Service experience with leadership responsibility in a fast-growing organization Experience managing teams across DTC, B2B/Retail, and Returns Strong understanding of customer service operations, including performance management and multi-channel support Experience with customer service platforms and tools, leveraging data to drive performance and decision-making