Customer Service Lead

Customer Service Lead

We are seeking an experienced and strategic Customer Service Director to lead our global customer service organization. The ideal candidate will be responsible for developing and executing customer service strategies that drive customer satisfaction, loyalty, and operational excellence across all support channels.

Key Responsibilities:

Strategic Leadership:

• Develop and implement comprehensive customer service strategies aligned with company objectives
• Establish and monitor KPIs to measure team performance and customer satisfaction metrics (CSAT, NPS, FCR)
• Drive continuous improvement initiatives to enhance service quality and efficiency

Team Management:

• Lead, mentor, and develop a multidisciplinary customer service organization
• Oversee recruitment, training, and performance management of customer service teams
• Foster a customer-centric culture and promote professional development across the organization

Operational Excellence:

• Manage daily operations across all support channels (phone, email, chat, social media)
• Optimize resource allocation and workforce management to ensure adequate coverage
• Develop and maintain standard operating procedures and quality assurance programs

Stakeholder Management:

• Collaborate with cross-functional leaders to address customer needs and improve overall experience
• Present regular performance reports and strategic recommendations to executive leadership
• Serve as the executive escalation point for critical customer issues

Technology & Innovation:

• Oversee customer service technology stack (CRM, helpdesk software, AI tools)
• Identify and implement innovative solutions to enhance customer experience
• Manage departmental budget and technology investments

Qualifications:

Experience:

• 10+ years in customer service leadership roles, with at least 5 years at director level
• Proven experience managing large, global customer service teams
• Background in [Industry, e.g., SaaS, E-commerce, FinTech] preferred

Skills:

• Exceptional leadership and team development capabilities
• Strong analytical and data-driven decision making skills
• Excellent communication and stakeholder management abilities
• Deep understanding of customer service technologies and trends
• Budget management and financial acumen

Education:

• Bachelor's degree in Business Administration or related field
• Master's degree or relevant professional certifications preferred