Customer Service Director - job 1 of 2

Job Summary

A company is looking for a Head of Customer Service and Engagement.

Key Responsibilities

• Manage and mentor the customer service team while building operational infrastructure for growth
• Champion automation and efficiency by implementing tools to improve service quality
• Drive customer-centric decision-making through data analysis and revenue-driving service initiatives

Required Qualifications

• 10+ years of experience in customer service roles, with at least 5+ years in leadership
• Direct experience in eCommerce or DTC, selling physical goods
• Proven ability to scale a customer experience team through rapid growth
• Strong track record of implementing automation and AI tools
• Experience setting and achieving measurable performance goals