Head of Customer Service & Sales Support

Lion-1; Dayton (OH); Hybrid; USD 110,000 - 170,000; Full time

Job summary

LION is seeking a Director of Customer Service & Sales Support to lead the Customer Service and Sales Support organization, driving transformation, system implementations, and scalable processes. You will partner with Sales, Operations, and IT to deliver a high-quality customer experience and sustained growth across direct and distribution channels.

The role focuses on setting service standards, improving end-to-end order-to-cash processes, and building a culture of continuous improvement while

Qualifications

• Bachelor's degree required.
• 8+ years of progressive experience in customer service, sales operations, commercial operations, order management, or related functions.
• 3+ years of significant people leadership experience, preferably leading multi-functional or geographically dispersed teams.
• Experience improving customer-facing processes and operational performance.
• Experience with direct sales and distributor/channel partner networks.
• Ability to lead teams through organizational, process, or technology change.
• Strong analytical, problem-solving, and decision-making capabilities.
• Excellent written and verbal communication skills.

Responsibilities

• Provide strategic leadership for Customer Service and Sales Support, establishing priorities, service standards, roles, and performance expectations.
• Develop KPIs, SLAs, and performance metrics to improve responsiveness and customer satisfaction.
• Build scalable processes to support growth, volumes, and new go-to-market strategies.
• Partner with Sales to remove administrative burden and enable revenue growth.
• Lead ERP/CRM and related system implementations, ensuring adoption and training.
• Champion cross-functional collaboration among Sales, Operations, Supply Chain, IT and Finance.

Skills

Leadership

Analytical thinking

Communication

Education

Bachelor's degree in Business Administration, Operations, Supply Chain, or related discipline

Job description

LION is seeking a Director of Customer Service & Sales Support to lead the Customer Service and Sales Support organization, driving transformation, system implementations, and scalable processes. You will partner with Sales, Operations, and IT to deliver a high-quality customer experience and sustained growth across direct and distribution channels.

The role focuses on setting service standards, improving end-to-end order-to-cash processes, and building a culture of continuous improvement while