Director of Customer Service

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and implement a comprehensive customer experience strategy that ensures a seamless journey from onboarding to ongoing relationship management and customer support.

• Create and execute programs aimed at enhancing customer experience, establishing service standards, and formulating retention strategies.

• Define, track, and continuously refine customer experience metrics, which include customer satisfaction, retention rates, service levels, and operational efficiency.

• Set performance expectations, service standards, and accountability measures that align with the organization's strategic objectives.

• Provide leadership and guidance to managers and supervisors.

• Direct strategic retention initiatives, such as At-Risk Large Client Processes, and develop solutions to enhance retention efforts.

• Supervise the delivery of high-quality customer service to distributors, clients, and participants through various communication channels, including phone calls, support requests, and chats.

• Establish and enhance key performance indicators and service level expectations for the department.

• Measure, analyze, and communicate performance metrics for individuals and departments to drive continuous improvement.

• Conduct employee performance evaluations and set functional objectives for performance standards.

• Manage resource allocation and budgetary requirements for functional areas.

• Adhere to TASC’s Employee Handbook, Policies, and Procedures.

• Oversee Customer Interactions Supervisors and Managers, as well as the Manager of Onboarding.

• Execute additional responsibilities as assigned by Supervisor and/or Management.

⛳️ Requirements

• Education and/or experience equivalent to a Bachelor’s degree from an accredited college or university in Business Administration or a related field.

• Over 10 years of progressive experience in a Customer Services Management role, including customer experience, account management, customer success, or customer service.

• At least 5 years of leadership experience managing teams and leaders in customer-facing roles.

• Proven experience in leading customer lifecycle, retention, and service delivery operations.

• Ability to translate customer relationship management strategies into enhanced market positioning.

• In-depth knowledge of customer experience and lifecycle processes, with the ability to establish service standards, optimize departmental resources, and deliver efficient, high-quality service.

• Proficient in analyzing customer experience metrics, service levels, and operational performance to enhance outcomes and support organizational objectives.

• Must be capable of meeting the physical demands of the role, which include regular talking and hearing; sitting, standing, walking; using hands for handling and feeling; reaching with hands and arms; and possessing close vision, depth perception, and the ability to adjust focus.

🏝️ Benefits

• Competitive salary and performance incentives.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company matching.

• Opportunities for professional development and career advancement.

• Positive and inclusive workplace culture.