Director of Customer Service

AppJaxx; Deutschland; Vor Ort; EUR 60.000 - 100.000; Vollzeit

Zusammenfassung

A leading marketing agency is seeking an experienced Director of Customer Service to lead and optimize the client experience. This role involves overseeing the entire client lifecycle, developing strategies for satisfaction and retention, and managing support teams. The ideal candidate should possess excellent organizational skills, a client-focused mentality, and a proactive approach to resolving issues. You will collaborate with cross-functional teams to ensure a seamless client journey and maintain high service quality.

Qualifikationen

• Proven experience in customer service or client success roles.
• Ability to lead support teams and resolve issues efficiently.
• Experience in developing customer service strategies.

Aufgaben

• Oversee the client experience during onboarding and support.
• Implement customer service strategies to enhance satisfaction.
• Monitor KPIs related to customer success and satisfaction.

Kenntnisse

Client-focused mindset

Organizational skills

Proactivity

Team leadership

Customer relationship management

Tools

CRM systems

Customer service tools

Jobbeschreibung

About AppJaxx

AppJaxx is a rapidly growing marketing agency that partners with marketing firms, franchisors, business brokers, and B2B service providers to help them scale through LinkedIn lead generation, appointment-setting systems, and automated CRM workflows. By combining data, technology, and strategy, we deliver predictable and sustainable growth for our clients.

As we continue to expand, we are seeking an experienced Director of Customer Service to lead and optimize the client experience across all touchpoints.

Position Overview

The Director of Customer Service will be responsible for overseeing the end-to-end client experience, ensuring high levels of satisfaction, retention, and service quality. This role focuses on building strong client relationships, improving support systems, and maintaining consistent communication throughout the client lifecycle.

The ideal candidate is client-focused, highly organized, and proactive—someone who can lead support teams, resolve issues efficiently, and ensure a seamless experience for every client.

Key Responsibilities

• Oversee the client experience across onboarding, campaign execution, and ongoing support.
• Develop and implement customer service strategies to improve satisfaction and retention.
• Establish and monitor customer success KPIs, including response times, satisfaction scores, and retention rates.
• Build and maintain standard operating procedures (SOPs) for client communication and support workflows.
• Act as the primary escalation point for client issues and ensure timely resolution.
• Collaborate with sales, marketing, and operations teams to ensure a smooth client journey.
• Continuously gather client feedback and implement improvements to enhance service quality.
• Ensure consistent communication and reporting to clients regarding campaign performance.
• Manage customer service tools, CRM systems, and support platforms.
• Lead, train, and mentor customer service and client success teams to maintain high performance.