Director of Customer Service

📋 Description

• Lead your team: Build and lead a high-performing, inclusive organization across customer support
• Own strategic planning: Develop and execute a comprehensive customer service strategy across
• Oversee operations end-to-end: Ensure seamless execution of both inbound support (e.g., issue
• Drive process and technology improvements: Identify, implement, and optimize tools, systems, and
• Drive performance management: Establish and monitor Key Performance Indicators (KPIs) such as
• Leverage data & insights: Analyze customer interactions, feedback, and operational metrics to

🎯 Requirements

• Bachelor’s degree or equivalent experience.
• 10+ years of experience in Customer Service Operations, with proven success leading inbound and
• 5+ years of experience managing large-scale, multi-channel support organizations (phone, chat
• Experience in healthcare, pharmacy, or other regulated industries (e.g., HIPAA) strongly preferred.
• Demonstrated ability to own and improve key performance metrics (e.g., SLs, CSAT, FCR, AHT).
• Strong operational expertise in workforce planning, capacity management, and service delivery at

🎁 Benefits

• It is rare to have a company that both deeply impacts its customers and is able to provide its
• At Blink, we have a huge impact on people when they are most vulnerable: at the intersection of
• We are also the fastest growing healthcare company in the country and are driving that impact
• Our business model not only helps people, but drives economics that allow us to build a
• We are a relentlessly learning, constantly curious, and aggressively collaborative cross-functional