Customer Service Director Role

Sienna Charles; Italia; Remoto; EUR 70.000 - 90.000; Tempo pieno

Descrizione del lavoro

A premier luxury lifestyle company in Italy is seeking a Customer Service Director to lead and elevate the customer service function. The role involves overseeing the team, establishing service standards, handling client escalations, and ensuring consistent high-touch support to enhance the luxury client experience. Ideal candidates will have experience in building systems and improving processes within a customer service environment. This position offers the opportunity to lead a dedicated team and shape the overall client experience.

Mansioni

• Oversee and coach the CS team day‑to‑day, ensuring high‑touch, accurate client support.
• Establish clear service standards and ensure the team consistently meets them.
• Handle escalations directly and resolve issues with urgency and professionalism.
• Audit service quality, identify gaps, and implement fixes immediately.
• Lead ongoing training, expectation‑setting.

Descrizione del lavoro

Summary

Sienna Charles, a premier luxury lifestyle company featured in Forbes is seeking a hands‑on Customer Service Director to lead and elevate our entire CS function. This is a producer role for someone who builds systems, improves processes, solves problems quickly, and drives consistent performance across a team. You will lead the CS team, refine SOPs, handle escalations, and create scalable workflows that support a high‑touch luxury client experience.

Key Responsibilities

• Oversee and coach the CS team day‑to‑day, ensuring high‑touch, accurate client support.
• Establish clear service standards and ensure the team consistently meets them.
• Handle escalations directly and resolve issues with urgency and professionalism.
• Audit service quality, identify gaps, and implement fixes immediately.
• Lead ongoing training, expectation‑setting, aApply now and work remotely at Sienna Charles.