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Director Of Customer Service Jobs in Riverside, CA

Centr

Director of Customer Support

Norco, CA · On-site

Role Overview We are hiring a Director of Customer Support to build a modern, high-leverage, omni ... Self-service flows (order changes, returns, account fixes, FAQs) * Drive ticket deflection and one ...

Ingram Micro

Director, Customer Experience (CX)

Irvine, CA · On-site

$171.30 - $299.80/hr

Director, Customer Experience (CX)Skip to main contentThis site uses and sets "cookies" on your ... Increase adoption of self-service and AI-assisted interactions* Balance automation with high-value ...

Ingram Micro

Director, Customer Experience (CX)

Irvine, CA · On-site

$171K - $299K/yr

The Director of Customer Experience (CX) is responsible for defining and driving the end-to-end ... Increase adoption of self-service and AI-assisted interactions * Balance automation with high-value ...

Ingram Micro

Director, Customer Experience (CX)

Irvine, CA · On-site

$171K - $299K/yr

The Director of Customer Experience (CX) is responsible for defining and driving the end-to-end ... Increase adoption of self-service and AI-assisted interactions * Balance automation with high-value ...

TelemetryX

Director of Operations

Irvine, CA · On-site

Job Summary TelemetryX has a live and growing 3PM (Third-Party Management) service offering, with customer commitments outpacing our current operational infrastructure. The Director of Operations ...

GROUPE SEB

Director of Service Operations

Irvine, CA · On-site

$140K - $185K/yr

What we will achieve together As the Director of Service Operations, you will provide strategic and ... A key responsibility will be to maximize efficiency, strengthen customer satisfaction, and deliver ...

GroupeSEB

Director of Service Operations

Irvine, CA · Hybrid

$140K - $185K/yr

What we will achieve together As the Director of Service Operations, you will provide strategic and ... Customer Experience (CX) Improvement: Championing a customer-centric culture within the ...

Jobtailor

Director of Operations

Ontario, CA · On-site

$300 - $375/hr

Director of Operations Pay from $300,000 to $375,000 per year California Branch 4810 South Hellman ... Provide executive-level leadership across warehouse, customer service and sales operations, driving ...

New

ULINE

Director of Operations

Ontario, CA · On-site

$300K - $375K/yr

Director of Operations Pay from $300,000 to $375,000 per year California Branch 4810 South Hellman ... Provide executive-level leadership across warehouse, customer service and sales operations, driving ...

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All JobsOf Customer Service JobsDirector Of Customer Service JobsDirector Of Customer Service Jobs in Riverside, CA

Director Of Customer Service information

See Riverside, CA salary details

$40.7K

$128.7K

$205K

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

As of Aug 7, 2026, the average yearly pay for director of customer service in Riverside, CA is $128,675.00, according to ZipRecruiter salary data. Most workers in this role earn between $99,100.00 and $153,900.00 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.
More about Director Of Customer Service jobs
What are popular job titles related to Director Of Customer Service jobs in Riverside, CA? For Director Of Customer Service jobs in Riverside, CA, the most frequently searched job titles are:
What job categories do people searching Director Of Customer Service jobs in Riverside, CA look for? The top searched job categories for Director Of Customer Service jobs in Riverside, CA are:
What cities near Riverside, CA are hiring for Director Of Customer Service jobs? Cities near Riverside, CA with the most Director Of Customer Service job openings:
Director Of Customer Service jobs near you
Infographic showing various Director Of Customer Service job openings in Riverside, CA as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 19% Part Time, and 3% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution, with an average salary of $128,675 per year, or $61.9 per hour.

Director of Customer Support

Centr

Norco, CA • On-site

Full-time

Re-posted 29 days ago

Job description

Welcome to Centr - the home of strength.
Centr is a globally recognized performance fitness platform founded by Chris Hemsworth. Headquartered in Los Angeles, California, we are a passionate team of content creators, strategists, engineers, designers, marketers, and brand builders who help the strong get stronger, every day.
Role Overview
We are hiring a Director of Customer Support to build a modern, high-leverage, omni-channel support organization that scales with rapid growth while delivering a brand-differentiated, white-glove customer experience.
This role owns the full customer support function across ecommerce, app subscriptions, and retail customers. You will transform support from a reactive cost center into a loyalty, revenue, and insight engine by combining deep operational discipline, automation, and fitness expertise.
You will report directly to the President of Digital and will own key CX levers including refund policy, appeasement strategy, save flows, automation, and support-driven revenue initiatives.
This is a build-and-transform role. Your mandate is to design the system, team, and playbook for 2026 and beyond.
Key Responsibilities
1. Own the End-to-End Customer Support Strategy
  • Design and execute a comprehensive CX strategy spanning:
    • Pre-purchase guidance for high-AOV fitness equipment
    • Post-purchase support (orders, delivery, setup, returns)
    • App subscription support (billing, access, content, experience)
    • Retail customer support in coordination with Technical Service, Sales and Warehouse teams
  • Define clear support principles: when to automate, when to escalate, when to delight
  • Establish clear SOPs, QA standards, and performance metrics

2. Gorgias Mastery & Automation Leadership
  • Architect Gorgias as a central CX operating system
  • Build and maintain:
    • Advanced rules, macros, tagging, and views
    • AI-driven triage, routing, and response suggestions
    • Self-service flows (order changes, returns, account fixes, FAQs)
  • Drive ticket deflection and one-touch resolution without degrading experience
  • Own integration strategy across Shopify, subscriptions, warehouse systems, and voice

3. Turn Support into a Revenue & Loyalty Engine
  • Design and implement:
    • Save flows and intelligent cancel deflection
    • Upsell and cross-sell aligned with customer goals
    • Pre-purchase advisory workflows for big-ticket equipment
  • Ensure support agents are credible fitness advisors, not script readers
  • Develop SOPs for product setup support and escalation
  • Prove revenue impact via controlled experiments and reporting

4. Own CX Levers & Economics
  • Full ownership of:
    • Refund policy and execution
    • Appeasement guidelines and budgets
    • Escalation thresholds and exception handling
  • Balance customer trust with financial discipline
  • Partner with Finance and Ops to model CX tradeoffs

5. Be the Voice of the Customer
  • Create tight feedback loops into:
    • Product (app experience, bugs, friction)
    • E-commerce (delivery, setup, returns)
    • Marketing (expectation-setting, messaging gaps)
  • Translate qualitative support insights into clear, actionable recommendations

Who You Are
  • 8-12+ years leading customer support / CX in high-volume omni-channel, ecommerce and/or subscription businesses
  • Deep, hands-on expertise with Gorgias
  • Proven track record deploying automation, AI, and self-service at scale
  • Comfortable owning CX tradeoffs and making judgment calls
  • Fluent in omni-channel complexity (DTC, retail, subscriptions, warehouse coordination)
  • Commercially minded: understands how CX impacts AOV, refunds, retention, and trust
  • Able to build systems and roll up sleeves to dive into tickets to understand root causes
  • Strong operator with high standards and low tolerance for chaos

Bonus points
  • Experience supporting high-AOV physical products
  • Background in fitness, health, or performance coaching
  • Experience integrating voice support into modern CX stacks

What Success Looks Like
By the end of 2026, you will have:
  • Achieved 65%+ of tickets resolved via one-touch or automation
  • Improved CSAT by 30%+ while scaling volume materially year-over-year
  • Reduced overall refund rate to ~8% without harming customer trust
  • Built a scalable omni-channel support model across DTC, subscriptions, and retail
  • Deployed Gorgias automations, AI workflows, and self-service flows as first-class infrastructure
  • Demonstrated measurable revenue uplift via support-led upsell, cross-sell, and save initiatives
  • Established support as a trusted partner to Product, Sales, Marketing, and Warehouse Ops

Why This Role Matters
Support touches every customer, every channel, and every failure mode of the business. In 2026, it will also be a meaningful lever for margin, loyalty, and growth.

Apply