Job Description
We are seeking an experienced and strategic Customer Service Director to lead our global customer service organization. The ideal candidate will be responsible for developing and executing customer service strategies that drive customer satisfaction, loyalty, and operational excellence across all support channels.
Strategic Leadership
- Develop and implement comprehensive customer service strategies aligned with company objectives
- Establish and monitor KPIs to measure team performance and customer satisfaction metrics (CSAT, NPS, FCR)
- Drive continuous improvement initiatives to enhance service quality and efficiency
Team Management
- Lead, mentor, and develop a multidisciplinary customer service organization
- Oversee recruitment, training, and performance management of customer service teams
- Foster a customer-centric culture and promote professional development across the organization
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