Director, Customer Service

Job Description

The Director of Customer Service oversees the strategic and operational management of the Customer Service department, ensuring alignment with organizational objectives. This role is responsible for leading diverse teams across the US as well as offshore in India, managing both direct and indirect customer interactions. The Director guides a team of Managers, Supervisors and their respective agent teams to deliver exceptional customer experiences for residents and property managers using the company’s products and software. By driving strategic planning, analyzing performance metrics, and fostering cross-functional collaboration, the Director ensures the department’s continued success and growth while maintaining high customer satisfaction. Lastly, this is a hybrid role based out of our Scottsdale, AZ headquarters.

 

Responsibilities

Strategic Leadership:

• Develop and execute a comprehensive strategy for the Customer Support department to align with company goals.
• Establish long-term initiatives to enhance customer service quality and efficiency.
• Collaborate with executive leadership to ensure department objectives support organizational priorities.
• Own vendor relationships for outsourced/offshore customer service operations, including SLA management, QA oversight, and performance reporting.

 

Department Oversight:

• Supervise the performance of all Customer Service Managers and their teams, ensuring operational excellence.
• Monitor key performance indicators (KPIs) and service level agreements (SLAs) to maintain high standards of service.
• Analyze performance data to identify trends, challenges, and opportunities for improvement.

 

Cross-Functional Collaboration:

• Partner with teams across the company such as Product, Engineering, and Account Management to provide seamless customer support.
• Represent the Customer Support department in organizational projects, advocating for customer-centric solutions.

 

Performance Management:

• Conduct regular performance reviews with Managers, offering constructive feedback and development opportunities.
• Set performance benchmarks and accountability measures across the department.
• Recognize outstanding achievements while addressing areas for improvement.

 

Escalation Management. 

• Act as the final escalation point for complex or high-priority issues.
• Ensure swift, effective resolutions to the escalated cases while maintaining customer satisfaction.

 

Process Improvement:

• Design and implement standardized policies and procedures to optimize support operations.
• Drive continuous process improvement initiatives and ensure successful adoption across teams.
• Stay informed of industry trends and integrate relevant best practices into department strategies.

 

Training and Development:

• Oversee training programs to ensure staff are equipped with the necessary skills and knowledge.
• Foster a culture of continuous learning, growth, and professional development.

 

Reporting and Communication:

• Provide regular updates on departmental performance, achievements, and challenges to senior leadership.
• Deliver actionable insights and recommendations to support organizational decision-making.

 

Additional Responsibilities:

• Set and direct division goals and objectives.
• Manage multiple complex projects and programs effectively.
• Develop and administer a comprehensive division budget.
• Analyze complex problems and achieve resolution.
• Communicate clearly and concisely, both orally and in writing.
• Establish and maintain effective working relationships.

 

Required Qualifications

• Bachelor’s degree in Business, Communication, Management, or Information Technology (IT) or related field with six (6) years related experience in customer service management or customer service supervisory roles OR 
• Associates degree in Business, Communication, Management, or Information Technology (IT) or related field with eight (8) years related experience in customer service management or customer service supervisory roles. 
• Proven track record of managing large, diverse teams in call center environments and achieving departmental success.
• Experience managing outsourced/offshore customer service vendor relationships, including SLA management, quality assurance, and performance reporting.
• Strong leadership, team management, and interpersonal communication skills.
• Strategic planning and analytical expertise with a results-oriented mindset.
• Proficiency with customer support tools and software (i.e. CRMs, workforce management, and QA tools)
• Excellent problem-solving and decision-making capabilities.
• Experience with Intercom is a plus, demonstrating the ability to optimize customer support workflows and leverage technology for improved service delivery.

 

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