National Director, Customer Service (Fully Remote)

Partner Company; United States; Remote; USD 180,000 - 250,000; Full time

Benefits offered by this job

Health insurance coverage

Paid parental leave

Paid time off and holidays

Remote work flexibility

Job summary

Partner Company is seeking a National Director of Customer Service to unify and lead a multi-brand support function from a fully remote home office.

You will shape strategy, standardize processes, measure performance, and drive AI-driven modernization across units, collaborating with senior stakeholders and steering cross-functional teams worldwide. The role requires travel up to 20% and a proven track record in scaling customer service globally.

Qualifications

• 8+ years of customer service leadership experience.
• Strong ability to influence senior stakeholders.
• Comfortable with data, technology and AI in a fast-paced environment.

Responsibilities

• Develop and implement a unified customer service strategy across brands.
• Oversee CRM systems, ticketing tools, and AI technologies to improve workflows and CX.
• Recruit, lead and develop customer service managers and enable cross-functional collaboration.

Skills

Leadership

Stakeholder influence

Data/AI literacy

Job description

• The National Director, Customer Service will build and lead a unified customer service function across multiple brands and business units.
• This fully remote role focuses on strategy, standardization, performance measurement, and AI-driven modernization.

What You'll Do:

• Develop and implement a customer service strategy, service-level standards, and scalable operating practices.
• Oversee the selection and optimization of CRM systems, ticketing tools, and AI technologies to improve workflows and customer experience.
• Recruit, lead, and develop customer service managers while driving cross-functional collaboration and change management.

What We're Looking For:

• You have at least eight years of customer service leadership experience and a strong ability to influence senior stakeholders.
• You are comfortable with data, technology, and AI, and you thrive in a fast-paced, entrepreneurial environment.
• You are willing to travel up to 20% and are prepared to work independently from a home office.
• Comprehensive healthcare coverage including medical, dental, and vision insurance.
• Paid parental leave, paid time off, and holidays.
• Remote flexibility, professional development, and a collaborative inclusive culture.

Partner Company

The employer is a multi-brand organization seeking to unify its customer service operations. It values a fast-paced, entrepreneurial, and collaborative culture with a focus on innovation and employee contributions.