Senior Director of Customer Service

About the role

The Senior Director of Customer Service will shape and execute the overall service strategy, ensuring high performance across all contact channels. This leader will drive customer satisfaction, loyalty, and operational excellence while supporting revenue growth initiatives.

Key responsibilities

• Lead and manage the entire customer service operation and strategy.
• Ensure achievement of key performance indicators (KPIs) and service standards.
• Drive customer satisfaction, service quality, and loyalty.
• Handle major customer complaints and escalation cases.
• Oversee contact‑center activities including calls, email, and web support.
• Develop and implement service‑improvement and recovery programs.
• Manage, coach, and develop customer‑service staff and team performance.
• Plan and execute business and operational strategies.
• Identify opportunities for revenue growth and upselling services.
• Continuously improve processes using technology and system enhancements.

Required profile

• Bachelor’s degree in Business Administration, Management, or a related field.
• 8–10 years of experience in customer service or contact‑center operations.
• At least 5 years in a leadership or managerial role.
• Strong knowledge of customer‑service KPIs and performance management.
• Excellent communication and problem‑solving abilities.
• Proven leadership and team‑management skills.
• Experience in logistics or courier industry is a plus.
• Ability to handle escalations and work under pressure.

Required skills