Remote Director of Customer Experience & Service

Thorne; South Carolina; Hybrid; USD 120,000 - 140,000; Full time

Benefits offered by this job

Health insurance

401k with employer matching

Gym membership reimbursement

Flex PTO

Career development opportunities

Job summary

Thorne seeks a Director of Customer Service to lead the Customer Service Department remotely, delivering high-quality, scalable experiences across phone, email, and chat while supporting company growth.

The role demands a college degree and 10+ years of leadership in customer service, with preference for DTC or consumables and multi-channel exposure. You will build a high-performing team and align with cross-functional partners such as Sales and Marketing.

Qualifications

• A college degree is required.
• 10+ years of Customer Service experience, including leadership.
• DTC or consumables experience is highly preferred.
• Experience in a high-growth, multi-channel environment.

Responsibilities

• Leads day-to-day operations and performance of the Customer Service Department.
• Oversees staffing, training, and workforce planning.
• Ensures high-quality, scalable customer experiences across channels.
• Partners with cross-functional teams to align with growth goals.
• Builds a high-performing, accountable team and scalable processes.

Skills

Leadership

Customer service operations

Performance management

Cross-functional collaboration

Education

Bachelor's degree

Tools

Salesforce

AWS

FlipCX

Medallia

EDI

Job description

Thorne seeks a Director of Customer Service to lead the Customer Service Department remotely, delivering high-quality, scalable experiences across phone, email, and chat while supporting company growth.

The role demands a college degree and 10+ years of leadership in customer service, with preference for DTC or consumables and multi-channel exposure. You will build a high-performing team and align with cross-functional partners such as Sales and Marketing.