Director of Customer Service Operations
New
J
JobgetherCustomer operations
Remote position based in the United States.Full-TimeDirector
SalaryBase salary of $150,000–$175,000 per year, with on-target earnings of $175,000–$225,000, plus equity.
Apply NowOpens the employer's application page
Job Details
- Experience
- At least 10 years of experience in customer-facing operations; at least 3 years in a leadership role.
- Required Skills
- Customer SuccessHubSpotProcess improvement
Requirements
- At least 10 years of experience in customer-facing operations, with direct responsibility for service quality, capacity, and performance.
- At least 3 years in a leadership role, including direct management of frontline individual contributors and managers.
- Experience developing leaders, managing performance, and supporting frontline activities when needed.
- Experience building or improving service operations, including workflows, ticketing systems, routing, escalations, documentation, onboarding, and reporting.
- Strong analytical thinking and decision-making, including prioritization using customer insights and incomplete data.
- A track record of using process improvements, technology, and automation to achieve measurable service-quality or capacity gains.
- Experience leading teams through high-volume operations and changing priorities while maintaining service standards.
- Ability to influence senior leaders and collaborate with cross-functional partners.
- A practical, accountable leadership approach that combines strategic direction with direct operational involvement.
- Experience in real estate, proptech, or another technology-enabled service business is preferred.
- Familiarity with HubSpot, Front, or Five9 is beneficial.
Responsibilities
- Own service quality, capacity, and performance across Customer Success and Matching, using metrics and customer insights to set priorities.
- Develop and manage an improvement roadmap for processes, technology, automation, and staffing.
- Lead the end-to-end customer matching process and establish standards for speed, completion, and quality.
- Oversee customer support across phone, email, SMS, and other channels, setting service, coverage, and responsiveness standards.
- Improve workflows, routing, handoffs, escalation procedures, and documentation.
- Use customer feedback, demand trends, and operational performance data to guide staffing and service-delivery decisions.
- Lead, coach, and develop team leads and individual contributors, setting expectations and managing performance.
- Strengthen recruitment, onboarding, team routines, documentation, and backup coverage.
- Participate in customer interactions and matching activities during staffing gaps, urgent situations, or learning periods.
- Collaborate with senior stakeholders and cross-functional teams to align priorities and deliver measurable outcomes.
View Full Description & ApplyYou'll be redirected to the employer's site
