Senior Director, Customer Service

As an equal opportunity employer, we are on a mission to create a vibrant, diverse, and inclusive culture that reflects the world we serve. We believe that every individual brings unique talents and perspectives to the table, and that’s what makes our team truly extraordinary.

Your Task:

• Lead and manage the overall customer service operations and strategy
• Ensure achievement of key performance indicators (KPIs) and service standards
• Drive customer satisfaction, service quality, and customer loyalty
• Handle major customer complaints and escalation cases
• Oversee contact center operations (calls, email, web support)
• Develop and implement service improvement and recovery programs
• Manage and develop customer service staff and team performance
• Plan and execute business and operational strategies
• Identify opportunities for revenue growth and upselling services
• Continuously imp...