Senior Director, Customer Service

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 improve processes using technology and system enhancements

What you bring?

• Bachelor’s degree in business administration, Management, or related field
• Minimum 8–10 years’ experience in customer service or contact center operations
• At leas...