Director of Customer Service

Director of Customer Service

Department: Customer Service

Employment Type: Full Time

Location: Remote

Compensation: $120,000 - $140,000 / year

Description

At Thorne, we work to deliver high-quality, science-backed solutions to empower individuals to take a proactive approach to their well-being. Each day begins with a mission to help others discover and achieve their best health. We count on our team members to challenge and push the boundaries to make that happen. At Thorne, you'll be joining a team of more than 750 passionate individuals committed to our cause of providing superior health solutions at every age and life stage. The Director of Customer Service is responsible for leading the day-to-day operations and overall performance of the Customer Service Department. This role ensures the delivery of a high-quality, efficient, and scalable customer experience across all channels while supporting the Company's growth objectives.


The Director is accountable for driving performance through clearly defined KPIs, establishing strong operational discipline, and ensuring consistent execution across all customer touchpoints, including phone, email, and chat. This role partners closely with cross-functional teams to align Customer Service with broader business priorities, including revenue growth, customer retention, and operational efficiency.


In addition to managing daily activities, the Director is responsible for building a high-performing, accountable team, implementing scalable processes, and supporting the execution of the Customer Experience strategy as defined by the Senior Director of Consumer & Customer Experience


RESPONSIBILITIES

• Manages and ensures compliance with the Customer Service Department policies and procedures, while continuously improving processes to support scalability and consistency.
• Provides leadership and supervision to Customer Service staff, ensuring full coverage of daily operations and alignment to service level expectations across all channels (phones, email, chat). Continuously evaluates team and individual performance, ensuring cross-training and operational flexibility.
• With agreement of management, makes needed and/or agreed upon changes in procedures and policies in an effective and timely manner.
• Ensures that Customer Service Representatives maintain high-quality customer interactions, defined by efficiency, professionalism, product knowledge, and thorough resolution of customer inquiries.
• Establishes, monitors, and enforces key performance indicators (KPIs), including service levels, productivity, quality, and customer satisfaction (CSAT), ensuring accountability at both the agent and leadership levels.
• Leads workforce planning and capacity management efforts to ensure the team is appropriately staffed and structured to meet current and future demand.
• Provides ongoing coaching, feedback, and development to team members through one-on-one guidance, training, and regular staff meetings. Ensures training is continuous, structured, and aligned to business needs.
• Drives a culture of accountability by conducting regular performance reviews, addressing performance gaps, and recognizing high performance.
• Responds to and resolves escalated customer issues, including those related to shipments, services rendered, and product integrity, utilizing sound judgment and collaborating with Medical Affairs, Quality, Distribution, Finance, or other departments as necessary.
• Provides detailed status reports, performance metrics, trends to Sr. Director, Consumer and Customer Service on a regular cadence.
• Works cooperatively with cross-functional partners to address interdepartmental issues, improve the customer experience, and support company initiatives.
• Supports the development and execution of strategic initiatives, including process improvements, system enhancements, and the implementation of tools that improve efficiency and customer experience (e.g., automation, self-service).
• Identifies trends and insights from customer interactions and escalations, providing feedback to leadership to improve products, processes, and overall customer experience.
• Partners with internal teams, including Supply Chain, Sales, and Marketing, to ensure alignment on customer needs, promotional activity, and operational readiness.
• Ensures that performance appraisals for direct reports and department personnel are conducted in a timely, structured, and effective manner.
• Builds and leads a high-performing team by attracting, developing, and retaining talent, while fostering a culture of accountability, collaboration, and continuous improvement.

WHAT YOU NEED

• A college degree is required.
• A minimum of 10+ years of Customer Service experience, including leadership responsibility in a fast-growing organization, is required.
• DTC or consumables experience is highly preferred.
• Experience in a high-growth, multi-channel environment preferred.
• Demonstrates ability to supervise and manage teams, delegate effectively, and follow up on work assignments. Proven ability to build, develop, and motivate high-performing teams.
• Experience managing and successfully leading teams across DTC, B2B/Retail and Returns.
• Strong understanding of customer service operations, including performance management, workforce planning, and multi-channel support (phone, email, chat).
• Experience working with customer service platforms and tools, with the ability to leverage data and reporting to drive performance and decision-making (Salesforce; AWS; FlipCX; Medallia; EDI).
• Ability to assess talent, hire new staff, conduct formal and informal performance assessments, and address employee performance issues effectively.
• Strong communication skills, both verbal and written, with the ability to interact effectively with employees, leadership, and cross-functional partners.

WHAT WE OFFER

• Competitive compensation
• 100% company-paid medical, dental, and vision insurance coverage for employees
• Company-paid short- and long-term disability insurance
• Company- paid life insurance
• 401k plan with employer matching contributions up to 4%
• Gym membership reimbursement
• Monthly allowance of Thorne supplements
• Flex PTO for Director level and above along with holiday leave
• Training, professional development, and career growth opportunities