Director of Customer Service

Growth Assistance; Deutschland; Remote; EUR 90.000 - 135.000; Vollzeit

Zusammenfassung

Growth Assistance is seeking a Head of Customer Service to oversee client support and success operations, driving a high-quality experience across the client lifecycle. The role demands customer obsession and process discipline to build scalable service systems and lead a growing team.

Key responsibilities include measuring KPIs, establishing SOPs, and collaborating with Sales, Operations, and Delivery to ensure a seamless client journey while driving retention and long-term value as the company

Aufgaben

• Lead and manage the customer service and client support function across all accounts.
• Build and implement scalable customer service systems, workflows, and support processes.
• Ensure timely, professional, and effective resolution of client inquiries and issues.
• Develop and monitor key customer service KPIs, including satisfaction, retention, response times, and churn.
• Establish and maintain clear SOPs for client communication, onboarding support, and issue escalation.
• Collaborate closely with Sales, Operations, and Delivery teams to ensure a seamless client experience.
• Gather and analyze client feedback to identify service gaps and improvement opportunities.
• Train, manage, and support customer service team members to maintain high service standards.
• Act as a senior point of escalation for key client concerns when needed.
• Foster a customer-first culture focused on accountability, empathy, and continuous improvement.

Jobbeschreibung

About Growth Assistance Growth Assistance is a fast-growing marketing agency that helps marketing agencies, franchisors, business brokers, and B2B service providers scale through LinkedIn lead generation, appointment-setting systems, and automated CRM processes. Our focus is on combining data, technology, and strategy to create predictable growth for our clients.

As we continue to expand, we’re looking for a Head of Customer Service to lead our client experience strategy, strengthen support systems, and ensure exceptional service across all client touchpoints.

Position Overview

The Head of Customer Service will oversee all client support and success operations, ensuring a high-quality, consistent experience throughout the client lifecycle. This role is critical in improving client satisfaction, retention, and long-term value as the company scales.

The ideal candidate is customer-obsessed and process-driven—someone who can build scalable service systems, lead support teams, and turn client feedback into continuous improvement.

Key Responsibilities

• Lead and manage the customer service and client support function across all accounts.
• Build and implement scalable customer service systems, workflows, and support processes.
• Ensure timely, professional, and effective resolution of client inquiries and issues.
• Develop and monitor key customer service KPIs, including satisfaction, retention, response times, and churn.
• Establish and maintain clear SOPs for client communication, onboarding support, and issue escalation.
• Collaborate closely with Sales, Operations, and Delivery teams to ensure a seamless client experience.
• Gather and analyze client feedback to identify service gaps and improvement opportunities.
• Train, manage, and support customer service team members to maintain high service standards.
• Act as a senior point of escalation for key client concerns when needed.
• Foster a customer-first culture focused on accountability, empathy, and continuous improvement.