Customer Services Director

A Customer Services Director is a senior leadership role responsible for overseeing an organization’s customer service operations. This position ensures that customers receive high-quality support, helping to build loyalty, improve satisfaction, and drive long-term business success.

Key Responsibilities:

Strategy & Leadership: Develop and implement customer service strategies aligned with company goals.
Team Management: Lead, mentor, and support customer service teams, including managers and frontline staff.
Performance Monitoring: Establish KPIs and monitor performance metrics to ensure service excellence.
Customer Experience: Continuously improve the customer journey through feedback, innovation, and process optimization.
Cross-functional Collaboration: Work closely with sales, marketing, product, and operations teams to ensure a seamless customer experience.
Crisis Management: Handle escalated customer issues and crises with professionalism and care.
Technology & Tools: Oversee the implementation and use of customer service platforms and tools (e.g., CRM, ticketing systems).
Educational Qualifications

Bachelor’s Degree (essential)
Common fields:

Business Administration
Management
Marketing
Communications
Customer Service Management
Master’s Degree (preferred but not always required)
MBA (Master of Business Administration)
M.Sc. in Customer Experience or Service Leadership
Professional Experience

8–15+ years of experience in customer service or client-facing roles
5+ years in a senior leadership or management position
Proven experience in:
Leading customer service teams
Designing and implementing customer service strategies
Using CRM and support platforms (Salesforce, Zendesk, etc.)
Managing change and scaling service operations
Key Competencies & Skills

Strategic thinking and business acumen
Strong leadership and team management
Excellent communication and interpersonal skills
Customer-centric mindset
Data analysis and KPI-driven decision-making
Conflict resolution and crisis management
Technology adoption and process improvement
Certifications (optional but beneficial)

Certified Customer Experience Professional (CCXP)
Six Sigma or Lean Management Certification
Project Management Professional (PMP)
ITIL Foundation (for service management in IT organizations)
Job Type: Full-time

Schedule:

8-hour shift
Work Location: In person