Director of Customer Service

What We’re Looking For:

The Director of Customer Service leads the strategy, operations, and performance of the Customer Service department. This role oversees customer service activities that support both internal and external customers, including issue resolution, account support, payment-related inquiries, and service quality. The Director evaluates current processes and procedures, develops policies to improve efficiency and scalability, and ensures teams are properly trained to deliver timely, accurate, and productive service. This position partners with cross-functional leaders, including Credit and Collections, to implement process improvements that strengthen customer experience, improve cash flow, and reduce receivables.

You will:

• Set the strategic direction for the Customer Service function, aligning department priorities with company goals, customer experience objectives, and operational performance targets.
• Lead and develop customer service leaders and teams, establishing clear expectations, performance standards, coaching practices, and career development plans.
• Own department-level performance metrics, including service quality, response times, call volume, productivity, customer satisfaction, issue resolution, and operational efficiency.
• Evaluate and improve customer service policies, procedures, workflows, and systems to increase scalability, consistency, compliance, and overall service effectiveness.
• Partner with Credit, Collections, Operations, Sales, Client Success, Product, and other cross-functional teams to resolve escalated issues, improve customer outcomes, and reduce friction in end-to-end processes.
• Provide executive-level reporting, insights, and recommendations on customer service trends, risks, performance results, staffing needs, process gaps, and opportunities for cost savings or service improvement.
• Oversee workforce planning, recruiting, onboarding, training, succession planning, and employee relations activities for the Customer Service department.
• Establish and monitor department budgets, staffing models, capacity plans, and resource allocation to support business needs and service-level expectations.
• Champion continuous improvement initiatives, including technology optimization, automation opportunities, quality assurance enhancements, and standardized operating practices.
• Ensure customer service activities comply with company policies, applicable regulations, data privacy requirements, and call recording or communications standards.
• Build a high-performing, customer-focused culture that promotes accountability, engagement, inclusion, collaboration, and continuous learning.
• Perform other duties and special projects as assigned.

What you will bring to the table: 

• 10+ years of customer service, operations, contact center, or related experience, including 5+ years leading teams and at least 2+ years managing managers or multi-layered teams.
• Bachelor’s degree in business, healthcare administration, operations, or a related field preferred; equivalent combination of education and experience will be considered.
• Proven ability to set customer service strategy, translate business objectives into department priorities, and lead teams through growth, change, and operational transformation.
• Strong working knowledge of customer service operations, contact center practices, collections standards, service-level management, quality assurance, and process improvement methodologies.
• Experience using contact center platforms, customer service systems, reporting tools, and Microsoft Office Suite; working knowledge of Saleforce, RingCentral, or similar contact center software preferred.
• Demonstrated experience owning department performance metrics, analyzing trends, identifying risks, and presenting insights and recommendations to senior leadership.
• Strong financial and operational acumen, including experience with budgeting, staffing models, capacity planning, workforce management, and resource allocation.
• Ability to design, implement, standardize, and evaluate policies, procedures, workflows, and controls that improve efficiency, compliance, scalability, and customer outcomes.
• Excellent executive communication, stakeholder management, and cross-functional collaboration skills, with the ability to influence effectively at all levels of the organization.
• Strong leadership judgment, analytical thinking, decision-making, organization, and prioritization skills in a fast-paced, high-growth environment.
• Ability to build, coach, and retain high-performing teams while fostering accountability, engagement, collaboration, inclusion, and continuous learning.
• Must be able to read, write, and communicate effectively in English.