Director, Customer Service
New
G
Golden Pet BrandsPet Food
RemoteFull-TimeDirector
Salary144,000 - 180,000 USD per year
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Job Details
- Experience
- 10+ years in customer support operations with at least 5 years in senior leadership roles
- Required Skills
- Data analytics
Requirements
- 10+ years in customer support operations with at least 5 years in senior leadership roles.
- Proven track record managing large remote teams.
- Experience in high-volume, omni-channel contact center environments.
- Deep familiarity with Salesforce Service Cloud.
- Technical acumen to assess software and monitor workforce systems.
- Excellent relational, leadership, and communication skills.
- Bachelor's degree required; Master's in Data Science preferred.
- Ability to travel 20% of the time.
Responsibilities
- Direct all customer support operations across phone, chat, and email channels.
- Develop and execute strategic roadmaps for operational efficiency.
- Manage a distributed workforce across Utah, California, Georgia, and Texas.
- Establish and monitor key performance indicators including CSAT and revenue per contact.
- Champion the adoption of automation and AI tools for agent productivity.
- Partner with cross-functional teams to integrate Salesforce features and workflows.
- Foster a culture of continuous improvement and quality assurance.
- Build and sustain an accountable team culture.
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