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Director Of Customer Service Jobs (NOW HIRING)

Hamilton Company

Director of Customer Service

Reno, NV · On-site

$120K - $200K/yr

Responsibilities The Director of Customer Service is a leadership role responsible for designing and leading a modern, data-driven, and highly automated customer service organization. This role ...

Union Wireless

Director of Customer Care

Fort Bridger, WY · On-site

$131K - $154K/yr

Lead Exceptional Service. Shape the Customer Experience. Live Where Others Vacation. Are you a ... Union Wireless is seeking a Director of Customer Care to lead our customer-facing operations ...

ButcherBox

Director of Customer Support

Watertown, MA · On-site

$160K - $182K/yr

The Director of Customer Support will help shape how we support and retain members while building a ... Ensure service levels, customer satisfaction, and operational targets are consistently achieved.

PSS

Director of Customer Experience

Houston, TX · On-site

The Director of Customer Experience is responsible for building and scaling a best-in-class ... Build scalable service playbooks, escalation processes, and customer ownership standards * Drive ...

INNERGY

Director of Customer Success

Austin, TX · On-site

Establish clear service tiers, success plans, and ownership models across customer segments and geographies. * Ensure consistent, repeatable processes that scale globally. Revenue & Retention ...

INNERGY

Director of Customer Success

Austin, TX

Establish clear service tiers, success plans, and ownership models across customer segments and geographies. * Ensure consistent, repeatable processes that scale globally. Revenue & Retention ...

LeadsOnline

Director of Customer Success

Plano, TX · On-site

Everything we do is grounded in our core values of Service, Energy, Ownership, and People -and we're looking for someone who embodies these principles. The Director of Customer Success owns the ...

Instacart

Director of Customer Success

We work to deliver an essential service that customers rely on to get their groceries and household ... Partner with the Director of Enterprise Architecture & Engineering on shared-account coordination ...

R1

Director of Customer Onboarding

$122K - $178K/yr

As our Director, Customer Onboarding, you will monitor and track all aspects of the customer onboarding including key milestones, deliverables, and timelines. Every day you will, mitigate project ...

New

RELX

Director of Customer Success

Bethesda, MD · On-site +1

$103K - $173K/yr

About the Role The Customer Success Director is the senior strategic owner of Mytonomy's most ... Identify expansion opportunities across service lines, sites, and platform capabilities. * Guide ...

Read AI, Inc

Director of Customer Success

Seattle, WA · On-site

$165K - $200K/yr

We're looking for a Director of Customer Success to lead and scale our post-sale customer organization across both strategic account management and high-volume customer success operations. This role ...

Uare.ai

Director of Customer Success

Los Altos, CA · On-site

About the role We are hiring a Director of Customer Success to build our CS function 0-to-1 across a consumer and professional user base. What you'll do * Design the CS motion from scratch ...

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How much do director of customer service jobs pay per year?

As of Aug 16, 2026, the average yearly pay for director of customer service in the United States is $123,338.00, according to ZipRecruiter salary data. Most workers in this role earn between $95,000.00 and $147,500.00 per year, depending on experience, location, and employer.

What are some common challenges faced by a director of customer service, and how can they be addressed?

As a Director of Customer Service, common challenges include managing high customer expectations, maintaining team motivation, and ensuring consistent service quality across all channels. Addressing these challenges often involves implementing robust training programs, fostering a culture of open communication, and leveraging customer feedback to drive continuous improvement. Strong collaboration with other departments, such as sales and product development, is also crucial for identifying and resolving issues proactively and aligning customer service goals with overall business objectives.

What are the key skills and qualifications needed to thrive as a director of customer service, and why are they important?

To thrive as a Director of Customer Service, you need extensive experience in customer service management, strategic planning, and a relevant degree such as business administration or communications. Familiarity with CRM platforms (like Salesforce or Zendesk), data analytics tools, and customer feedback systems is typically required. Strong leadership, problem-solving, and communication skills help drive team performance and foster positive customer relationships. These skills and qualities are essential to deliver exceptional service, achieve organizational goals, and ensure customer satisfaction at scale.

What is the difference between Director Of Customer Service vs Customer Service Manager?

AspectDirector Of Customer ServiceCustomer Service Manager
ResponsibilitiesOversees entire customer service department, develops strategies, sets policiesManages daily customer service operations, supervises staff, handles escalations
Required CredentialsBachelor's degree, leadership experience, customer service backgroundBachelor's degree, customer service experience, team management skills
Work EnvironmentSenior leadership setting, strategic planningOperational environment, team supervision
Industry UsageCommon in larger organizations, corporate settingsWidely used across industries, especially in retail, hospitality, and tech

The main difference between a Director Of Customer Service and a Customer Service Manager lies in scope and strategic focus. The director oversees the entire department and sets long-term goals, while the manager handles daily operations and team supervision. Both roles require customer service experience and leadership skills, but the director's role is more strategic and senior.

What does a director of customer service do?

A director of customer service works to support company goals by building strong, lasting relationships with customers and employees. Customer service is important in many aspects of a business, from operations to strategy and planning to sales, so the director of customer service has a vital role in the success of their company. In this role, you may be in charge of a specific department or team, or you may have responsibilities throughout the company. In either case, your job duties entail helping to build a relationship with a customer to keep them coming back.

What does a director of customer service do?

A Director of Customer Service oversees a company's customer service operations to ensure customer satisfaction and loyalty. They develop and implement strategies, policies, and procedures to improve service quality and efficiency. This role often involves managing a team, analyzing customer feedback, and collaborating with other departments to address customer concerns. The Director also sets performance goals, monitors key metrics, and works to resolve complex issues that escalate beyond frontline staff.
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Director Of Customer Service jobs near you
Infographic showing various Director Of Customer Service job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 19% Part Time, and 3% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $123,338 per year, or $59.3 per hour.

Director of Customer Service

Hamilton Company

Reno, NV • On-site

$120K - $200K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 29 days ago

Job description

Company Overview
Hamilton Company is a worldwide leader in the design and manufacture of manual, semi-automated and robotic products for precision fluid measuring. We specialize in the development, manufacturing and customization of precision measurement devices, automated liquid handling stations, and sample management systems. For more than 60 years, Hamilton has been satisfying customer needs by combining quality materials with skilled workmanship, ensuring the highest level of performance of every precision fluid measuring device we manufacture.
Responsibilities
The Director of Customer Service is a leadership role responsible for designing and leading a modern, data-driven, and highly automated customer service organization. This role oversees all customer service operations, leveraging technology, analytics, and best-in-class processes to deliver an exceptional end-to-end customer experience across all Hamilton Company business channels.
The Director sets the vision and operating model for customer service, with a strong focus on automation, self-service, AI-enabled tools, workforce optimization, and continuous improvement. This role is accountable for measurable gains in first-contact resolution, customer satisfaction, Net Promoter Score, operational efficiency, and employee engagement.
Essential Job Functions:
1. Strategic Leadership
  • Establish and drive a long-term customer service strategy aligned with Hamilton Company's business objectives and growth plans.
  • Set the strategic direction for customer service operations in alignment with broader business objectives.
  • Develop, implement, and maintain customer service policies, procedures, and standards.
  • Define and communicate the customer service vision and roadmap across the organization.

2. Team Management:
  • Lead, mentor, and develop customer service specialists and representatives.
  • Identify training needs and develop programs to enhance team performance and capability.
  • Foster a high-performing, customer-centric culture focused on accountability and continuous improvement.

3. Operational Oversight:
  • Own day-to-day customer service operations to ensure consistent, high-quality support across all channels (phone, email, chat, HubSpot, ERP, web, and other digital platforms).
  • Monitor key customer service performance metrics and identify opportunities for improvement.
  • Implement workforce management practices (forecasting, scheduling, real-time management) to optimize coverage, productivity, and service levels.
  • Establish and continuously refine standard operating procedures (SOPs) to reduce variability, rework, and hand-offs. Oversee the resolution of escalated customer issues, acting as a point of contact for complex or sensitive cases.

4. Technology & Process Optimization:
  • Drive digital transformation initiatives within customer service, including the evaluation and implementation of AI enabled tools and automation.
  • Design and optimize end-to-end processes where possible - Partner with IT and Business Systems to ensure robust integrations between CRM (e.g., HubSpot), ERP, logistics, and other core platforms.
  • Oversee systems for capturing, tracking, and analyzing customer feedback, inquiries, and service metrics.
  • Standardize and continuously improve processes to increase efficiency, reduce handoffs, and improve first-contact resolution.
  • Build and maintain dashboards and reporting to provide real-time visibility into performance, trends, and risk areas.

5. Cross-Functional Collaboration:
  • Partner closely with Sales, Logistics, Product Management, Production, Technical Support, Finance, and other departments to improve the end-to-end customer journey.
  • Establish closed-loop feedback mechanisms to turn customer feedback (surveys, complaints, product issues) into actionable insights for Sales, Product Management, Engineering, and operations.
  • Represent the Customer Service function in cross-functional projects and business reviews

6. Budget & Resource Management:
  • Develop, manage, and optimize the customer service departmental budget.
  • Ensure appropriate staffing levels, tools, and resources to meet service level expectations.
  • Support workforce planning and capacity management based on demand trends.

Qualifications
  • Proven experience in building or transforming centralized customer service organizations in a complex, technical, or multi-business-unit environment.
  • Demonstrated track record of setting strategy, implementing standard processes, and delivering measurable improvements in key performance indicators (KPIs)
  • Proven ability to build strong partnerships with Business Unit Leaders, Sales, Technical Support, Finance, Operations, and other stakeholders.
  • Strong analytical skills; uses metrics and data to guide decisions and communicate effectively with leadership.
  • Exceptional leadership and influencing skills, with experience mentoring and developing high-performing teams.
  • Excellent verbal and written communication skills, with the ability to present complex information clearly to diverse audiences
  • Strong organizational and time management skills, with the ability to manage multiple priorities and deadlines in a fast paced environment.
  • Collaborative mindset with the ability to work effectively in cross-functional and matrixed environments.
  • High proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); experience with ERP systems and HubSpot (or similar CRM platforms) is required.

Education/Experience
  • Bachelor's degree in Business Administration, Engineering, or related field is required; an advanced degree (e.g., MBA or related) is preferred.
  • 10+ years of progressive experience in customer service, customer operations, or related functions, with at least 5 years in a formal leadership role.
  • Background in Life Sciences, lab instrumentation, industrial automation, or other technical products is strongly preferred.

About Hamilton
  • Diverse portfolio of exciting and innovative design projects.
  • Tremendous opportunities for professional growth and advancement.
  • Commitment to sustainable design.
  • Competitive Compensation.
  • Excellent Benefit Package (medical, dental, vision insurance, paid time off, disability insurance, 401k, tuition reimbursement and much more).
  • Solid Stable Company.
  • Drug free workplace.

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