Director, Customer Service

Associates degree in Business, Communication, Management, or Information Technology (IT) or related field with eight (8) years related experience in customer service management or customer service supervisory roles.

Experience managing outsourced/offshore customer service vendor relationships, including SLA management, quality assurance, and performance reporting.

Strategic planning and analytical expertise with a results-oriented mindset.

Proficiency with customer support tools and software (i.e.

CRMs, workforce management, and QA tools)

Experience with Intercom is a plus, demonstrating the ability to optimize customer support workflows and leverage technology for improved service delivery.

The Director of Customer Service oversees the strategic and operational management of the Customer Service department, ensuring alignment with organizational objectives.

This role is responsible for leading diverse teams across the US as well as offshore in India, managing both direct and indirect customer interactions.

The Director guides a team of Managers, Supervisors and their respective agent teams to deliver exceptional customer experiences for residents and property managers using the company’s products and software.

By driving strategic planning, analyzing performance metrics, and fostering cross-functional collaboration, the Director ensures the department’s continued success and growth while maintaining high customer satisfaction.

Strategic Leadership:

Develop and execute a comprehensive strategy for the Customer Support department to align with company goals.