Director, Customer Service Operations

📋 Description

• Lead daily operations of the customer support organization for remote US clients and global
• Own interfaces, processes, automation, and KPIs to drive service excellence.
• Scale support via automation and outsourcing; manage BPO partners, Tier 1/2 teams, and NOC.
• Oversee Amazon Connect platform configuration and performance; leverage AI, Agent Assist, and
• Forecast and manage annual budget; maximize revenue from Support as a Service clients.
• Collaborate with Product to assess impact of releases and plan support flows and training.

🎯 Requirements

• BA/BS degree or equivalent practical experience
• 8-10 years total experience with 5+ years managing regional/global support teams
• Strong ability to navigate fast-paced, ambiguous environments and balance competing priorities
• Self-starter with track record of driving projects to completion
• Excellent communication; distill complex ideas clearly
• Experience launching/managing outsourced BPO delivering customer-facing services

🎁 Benefits

• Competitive salary and stock option incentive program
• Company paid healthcare
• Flexible work arrangements
• Team lunches and company retreats
• International environment with opportunities to travel
• Diverse and inclusive team