Director of Customer Experience & Growth (Remote)

Thorne; United States; Remote; USD 120,000 - 140,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k match

Gym membership

Job summary

Thorne is seeking a Director of Customer Service to lead the day-to-day operations of the Customer Service Department in a remote capacity. You will drive scalable, high-quality customer experiences across phone, email, and chat while aligning with company growth objectives.

Responsibilities include KPI governance, workforce planning, cross-functional collaboration with Revenue, Operations, and Quality, and building a high-performing team.

Qualifications

• A college degree is required.
• A minimum of 10+ years of Customer Service experience, including leadership responsibility in a fast-growing organization, is required.
• DTC or consumables experience is highly preferred.
• Experience in a high-growth, multi-channel environment preferred.
• Demonstrates ability to supervise and manage teams, delegate effectively, and follow up on work assignments.
• Experience managing and successfully leading teams across DTC, B2B/Retail and Returns.
• Strong understanding of customer service operations, including performance management, workforce planning, and multi-channel support (phone, email, chat).
• Experience working with customer service platforms and tools, with the ability to leverage data and reporting to drive performance and decision-making (Salesforce; AWS; FlipCX; Medallia; EDI).
• Ability to assess talent, hire new staff, conduct formal and informal performance assessments, and address employee performance issues effectively.
• Strong communication skills, both verbal and written, with the ability to interact effectively with employees, leadership, and cross-functional partners.

Responsibilities

• Manages and ensures compliance with the Customer Service Department policies and procedures, while continuously improving processes to support scalability and consistency.
• Provides leadership and supervision to Customer Service staff, ensuring full coverage of daily operations and alignment to service level expectations across all channels (phones, email, chat).
• With agreement of management, makes needed and/or agreed upon changes in procedures and policies in an effective and timely manner.
• Ensures that Customer Service Representatives maintain high-quality customer interactions, defined by efficiency, professionalism, product knowledge, and thorough resolution of customer inquiries.
• Establishes, monitors, and enforces key performance indicators (KPIs), including service levels, productivity, quality, and customer satisfaction (CSAT), ensuring accountability at both the agent and leadership levels.
• Leads workforce planning and capacity management efforts to ensure the team is appropriately staffed and structured to meet current and future demand.
• Provides ongoing coaching, feedback, and development to team members through one-on-one guidance, training, and regular staff meetings.
• Drives a culture of accountability by conducting regular performance reviews, addressing performance gaps, and recognizing high performance.
• Responds to and resolves escalated customer issues, including those related to shipments, services rendered, and product integrity, utilizing sound judgment and collaborating with Medical Affairs, Quality, Distribution, Finance, or other departments as necessary.
• Provides detailed status reports, performance metrics, trends to Sr. Director, Consumer and Customer Service on a regular cadence.

Skills

Leadership experience

Multi-channel operations

Performance management

Team development

Communication skills

Strategic collaboration

Data-driven decisions

Education

Bachelor's degree

Tools

Salesforce

AWS

FlipCX

Medallia

EDI

Job description

Thorne is seeking a Director of Customer Service to lead the day-to-day operations of the Customer Service Department in a remote capacity. You will drive scalable, high-quality customer experiences across phone, email, and chat while aligning with company growth objectives.

Responsibilities include KPI governance, workforce planning, cross-functional collaboration with Revenue, Operations, and Quality, and building a high-performing team.