Director of Customer Service

About the role

Our client, a fast‑growing global consumer products company behind a leading wellness and nutritional supplement brand, is seeking a Director of Customer Service. This senior, remote position will lead a high‑performing team of over 40 representatives, driving operational excellence and outstanding customer experiences.

Key responsibilities

• Lead, coach and develop a team of 40+ Customer Service Representatives.
• Oversee day‑to‑day support operations in a high‑volume ticket environment.
• Conduct quality‑assurance reviews, provide coaching and implement performance‑improvement initiatives.
• Handle complex escalations and act as the final point of resolution for sensitive cases.
• Maintain and optimise communication templates, macros and support documentation.
• Monitor and analyse KPIs such as CSAT, response and resolution times, productivity and quality.
• Identify trends, root causes and operational improvement opportunities.
• Partner with senior leadership and cross‑functional teams to enhance customer experience and support processes.

Required profile

• 5+ years of experience in customer service, support or operations.
• Minimum 2 years of leadership experience managing large support teams.
• Proven track record of running high‑volume support operations with strong ownership.
• Excellent written and verbal English communication and de‑escalation skills.
• Strong analytical ability using dashboards and reporting to drive decisions.

Required skills

• Experience with help‑desk platforms such as Freshdesk, Zendesk or Gorgias.