Senior Manager Global Customer Service
New
United StatesFull-TimeManager
SalaryAt least 110,000 USD per year
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Job Details
- Experience
- 8–12+ years
- Required Skills
- Data AnalysisSalesforceZendesk
Requirements
- 8–12+ years of experience in customer service or customer experience leadership, ideally within D2C, eCommerce, or digital platform environments.
- Proven track record of leading global, multi-region customer service organizations with complex operating models.
- Strong expertise in tiered support structures, vendor/offshore management, and customer service platforms such as Intercom, Zendesk, or Salesforce.
- Demonstrated ability to connect customer service performance to business outcomes including revenue, retention, and operational cost.
- Experience working with enterprise-level stakeholders and managing large-scale, strategic service operations.
- Strong leadership, communication, and influencing skills, with the ability to drive alignment across distributed teams.
- Deep understanding of data-driven CX transformation, automation, and service optimization strategies.
Responsibilities
- Define and execute the global customer service strategy for digital commerce, ensuring alignment across regions, platforms, and business priorities.
- Design and optimize a tiered support model (Tier 1, Tier 2, Tier 3) and establish scalable global operating structures across vendors and internal teams.
- Oversee implementation and continuous improvement of customer service platforms (e.g., Intercom) and ensure integration with order management, fulfillment, and ecosystem tools.
- Lead performance management across global support operations, including offshore vendors, in-country teams, and internal quality and reporting functions.
- Own key customer experience metrics (CSAT, NPS) and translate insights into product, UX, and operational improvements.
- Establish global SLAs, KPIs, reporting cadences, and cost allocation models to drive efficiency and accountability.
- Lead CS Ops teams and influence cross-regional stakeholders to build a scalable, future-ready service organization.
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