[Remote] Director of Customer Service
Note: The job is a remote job and is open to candidates in USA. Jewelry By Earliene is seeking an experienced and customer-focused Director of Customer Service to lead service operations and enhance customer experience strategies. The role involves overseeing customer service strategy, operational performance, and team development, while collaborating with various departments to ensure exceptional service delivery.
Responsibilities
- Lead the organization’s customer service strategy and operational framework
- Develop and implement programs that enhance customer satisfaction and overall customer experience
- Establish service standards, policies, and procedures to ensure consistent service delivery
- Monitor customer service performance metrics and identify opportunities for improvement
- Collaborate with Product, Operations, and Sales teams to address customer needs and improve service outcomes
- Oversee customer support processes, escalation management, and service quality initiatives
- Analyze customer feedback, trends, and service data to drive continuous improvement
- Develop reporting systems to measure service effectiveness and operational performance
- Implement training and development programs that support team growth and service excellence
- Build and mentor high-performing customer service leadership and support teams
Skills
- 8+ years of experience in customer service, customer experience, operations, support management, or related leadership roles
- Proven experience leading customer service teams within complex and fast-paced environments
- Strong understanding of customer experience management, service operations, and performance improvement methodologies
- Experience developing customer-focused strategies and service delivery frameworks
- Excellent analytical, organizational, and problem-solving skills
- Strong communication and stakeholder management abilities
- Ability to balance strategic customer experience initiatives with operational execution
- Bachelor's degree in Business Administration, Communications, Customer Experience, Operations, or a related field (advanced degree is a plus)
Benefits
- Fully remote position (United States)
- Opportunity to lead customer experience and service initiatives with organization-wide impact
- Collaborative and customer-focused work environment
- Meaningful influence on customer satisfaction, loyalty, and business growth
- Professional development and leadership growth opportunities
Company Overview