Director of Customer Service

Flooret; Grapevine (TX); On-site; USD 130,000 - 170,000; Full time

Job summary

Flooret is building the leading consumer brand in flooring and seeking a Director of Customer Service to elevate our customer experience. You will oversee Customer Advisors and Support teams, unifying them into one high-performing Customer Operations organization at our Grapevine, Texas headquarters.

This role requires strategic thinking and hands-on leadership to improve every stage of the customer journey.

Qualifications

• Experience leading customer-facing teams and overseeing multi-channel operations.
• Proven ability to translate customer insights into actionable improvements.
• Strong analytical and problem-solving capabilities.
• Ability to influence cross-functional teams and drive initiatives.
• Excellent communication and organizational skills.

Responsibilities

• Lead and unify Flooret's Customer Advisors and Customer Support teams into one high-performing Customer Operations organization.
• Set accountability, ownership, responsiveness, and continuous improvement culture across the team.
• Own the customer experience across pre-purchase guidance, order support, delivery issues, returns, warranties, and escalations.
• Establish operating rhythms, processes, service standards, and metrics to scale customer service.
• Partner with product, marketing, sales, logistics, operations, and finance to fix recurring pain points.
• Leverage customer feedback and data to drive continuous improvement and business decisions.
• Navigate complex customer situations with sound judgment balancing CX and business goals.
• Coach and develop the team, building future leaders.

Skills

Leadership

Customer operations

Analytical thinking

Cross-functional collaboration

Communication

Job description

Flooret is building the leading consumer brand in flooring.

We combine premium, design-forward products with a modern buying experience and an accessible price point. Our products are sold through direct-to-consumer, retail, commercial, and independent dealer channels.

We've grown by challenging the assumptions of a traditional industry, creating products that outperform conventional alternatives and delivering a customer experience that stands apart. As we continue to scale, we're investing in the people, systems, and processes that will support our next stage of growth.

The Opportunity

We're looking for a Director of Customer Service to lead and elevate our customer experience across every stage of the customer journey.

This leader will oversee Flooret's Customer Advisors and Customer Support teams, bringing them together as one high-performing organization focused on helping customers make confident buying decisions and delivering exceptional support after the sale. This is a full-time, on-site role based at our headquarters in Grapevine, Texas.

This is a highly visible leadership role that combines operational excellence, people leadership, and cross-functional influence. You'll partner closely with Product, Marketing, Digital, Sales, Supply Chain, Operations, and Finance to improve the customer experience, solve recurring problems at their source, and build the systems needed to support a rapidly growing business.

The strongest candidates will be proactive, hands-on leaders who can move comfortably between strategy and execution. You'll bring clarity to ambiguity, address difficult issues directly, develop the people around you, and dig into the root causes behind customer and operational problems. You'll be equally comfortable rolling up your sleeves when needed and building the systems that allow the organization to scale without relying on heroics.

What You'll Do

• Lead and develop Flooret's Customer Advisors and Customer Support teams as one unified Customer Operations organization.
• Build a culture of accountability, ownership, responsiveness, and continuous improvement.
• Own the customer experience across pre-purchase guidance, order support, delivery issues, claims, warranties, returns, and escalations.
• Establish the operating rhythms, processes, service standards, and performance metrics that enable the team to deliver exceptional service at scale.
• Partner with leaders across the business to identify and eliminate recurring customer pain points.
• Use customer feedback and operational data to drive continuous improvement and influence business decisions.
• Lead complex customer situations with sound judgment while balancing customer experience and business objectives.
• Coach and develop a high-performing team while creating opportunities for future leaders.

What You'll Bring

Required Qualifications

• 7+ years of experience in customer operations, customer support, service operations, sales support, or a related field.
• 3+ years of experience leading customer-facing teams.
• Demonstrated success improving customer outcomes, operational performance, and team capability.
• Experience building and managing service operations, workflows, performance metrics, and escalation processes.
• Strong analytical and problem-solving skills with the ability to translate customer insights into operational improvements.
• Proven ability to influence cross-functional teams and drive initiatives across an organization.
• Excellent communication, leadership, and organizational skills.

Preferred Experience

• Experience in ecommerce, direct-to-consumer, home improvement, flooring, construction, or another product category requiring technical customer guidance.
• Experience supporting customers across both pre-sale and post-sale interactions.
• Experience with claims, warranties, logistics, returns, or complex order support.
• Experience building or transforming a Customer Operations function in a growing organization.