Director of Customer Service

Director of Customer Service – Direct Hire, Full-Time Employee

Dallas, TX – hybrid work schedule (relocation assistance available)

Base salary range: $135k–$160k annually, dependent on experience, market conditions, and qualifications. Includes annual bonus eligibility and a competitive benefits package.

• Annual 10% bonus incentive
• Competitive compensation package
• Earn Paid Time Off
• Paid Holidays
• Medical & Vision Insurance
• Dental Insurance
• Company paid STD/LTD
• Company paid Life Insurance
• 401k match program
• Professional development & growth opportunities
• Work with nice, fun people
• FREE PRODUCTS!

Lead the strategy, operations, and evolution of a high‑volume, direct‑to‑consumer eCommerce customer service organization. Drive exceptional customer experience, build high‑performing teams, improve operational efficiency, and leverage technology to scale service delivery.

Responsibilities

• Develop and execute a customer service strategy centered on satisfaction, efficiency, and continuous improvement.
• Oversee multi‑location and remote customer service operations, ensuring consistent quality and performance.
• Own key metrics: CSAT, response time, resolution rate, productivity, and operational cost.
• Lead, coach, and develop managers, team leads, and frontline staff; build a culture of accountability and growth.
• Manage staffing, workforce planning, performance management, and resource allocation.
• Implement AI, automation, self‑service tools, and emerging technologies to enhance customer experience and efficiency.
• Partner cross‑functionally with Marketing, Operations, Technology, Finance, and others to resolve issues and improve the customer journey.
• Use customer feedback and performance data to identify opportunities for innovation and process improvement.
• Oversee escalations, returns, refunds, and fraud‑related activity, balancing customer satisfaction with financial responsibility.
• Manage departmental budgets and operational costs; identify opportunities to improve efficiency and reduce risk.

Qualifications

• 8+ years in customer service operations with leadership experience.
• Proven success scaling customer service in eCommerce or direct‑to‑consumer environments.
• Strong command of customer service metrics, operational efficiency, and performance management.
• Experience leading multi‑location or remote teams.
• Skilled in leveraging technology, automation, and customer service tools.
• Strong analytical, financial, and problem‑solving abilities; experience managing budgets and driving measurable results.
• Effective cross‑functional collaborator and change leader.
• Bachelor’s degree in business, Management, or related field (or equivalent experience).

Preferred

• Experience in high‑volume eCommerce environments.
• Experience with AI, chatbots, self‑service, or CRM platforms.
• Ability to balance customer satisfaction, efficiency, and cost.
• Passion for reading and sustainability.