Director of Customer Service

1. About Our Client:

The organization operates the largest contemporary lighting showroom in North America, focusing on educating customers about lighting design. It addresses the challenge of helping clients understand how thoughtful lighting enhances environments such as homes, offices, stores, and restaurants. By combining expert staff guidance with a curated product line, the program equips customers to create personalized atmospheres that meet their specific needs.

2. About the Opportunity:

The Director of Customer Service will lead and develop Customer Service teams, providing strategic direction to enhance customer experience. This role is crucial in maintaining and improving service quality across multiple sales channels by optimizing current processes and introducing innovative solutions. The position drives team performance, customer relationship management, and the integration of new technologies to support business goals.

3. Responsibilities:

• Develop strategies to manage customer relationships and address escalated service issues

• Lead through clear vision communication, coaching, and performance management

• Define customer interaction standards to ensure exceptional experiences

• Implement AI tools to improve customer experience and employee productivity

• Develop CRM functions covering in-store, website, webchat, phone, and email channels

• Resolve escalated issues, document outcomes, and train staff on best practices

• Ensure high-quality service across all sales channels

• Oversee departmental functions including customer assignment, compliance, pricing, order processing, proposals, and overall operations

4. Requirements:

• Experience leading customer service teams in an e-commerce environment

• 8 to 10 years of progressive service leadership experience

• Experience implementing AI tools in customer service

• Experience with NetSuite is a plus

5. Pay Range and Compensation Package:

• $100,000 to $120,000 yearly

6. Benefits & Perks:

• Health, Dental, and Vision insurance enrollment after 30 days

• 401(k) retirement plan eligibility after 6 months

• Up to 80 hours of prorated vacation paid leave in the first year

• State and locally regulated paid sick time

• Paid company holidays after 30 days

• Optional short-term, long-term disability, life, and AD&D insurance after 30 days

• Company-sponsored life with AD&D insurance coverage

• Optional enrollment in Health Care and Dependent Care Flexible Spending Accounts (FSA)

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.