Senior Director, Customer Experience & Service

Swooped; United States; On-site; USD 150,000 - 190,000; Full time

Job summary

Colibri Group is seeking a Senior Director of Customer Service to lead our global support strategy across phone, email, and chat. You will build and mentor a distributed team, set service standards, and partner with Product, Sales, Marketing, and Operations to drive excellence.

The ideal candidate is customer-obsessed, data-driven, with 10+ years of leadership in customer service, and a track record of improving CSAT, FCR, and CES in a high-growth organization.

Qualifications

• Bachelor’s degree required; MBA preferred and advanced degree.
• 10+ years in customer service leadership, 3+ years in a senior role.
• Experience managing large, distributed teams and third-party providers.
• Proven ability to drive strategic initiatives improving outcomes.
• Deep understanding of CRM and omnichannel support.

Responsibilities

• Develop and implement a customer service strategy across channels.
• Lead, mentor, and grow a team of leaders and reps.
• Set performance standards, KPIs, and metrics for the CS org.
• Collaborate with Product, Sales, Marketing, and Operations.
• Oversee CS tech implementations and budget allocations.
• Monitor feedback and drive continuous improvement.
• Ensure compliance with policies and regulations.

Skills

Leadership

Data-driven

Cross-functional collaboration

Communication

Customer obsession

Education

Bachelor’s degree in Business Administration or related field

MBA or equivalent

Tools

Five9

Balto

Cresta

CRM platforms

Job description

Colibri Group is seeking a Senior Director of Customer Service to lead our global support strategy across phone, email, and chat. You will build and mentor a distributed team, set service standards, and partner with Product, Sales, Marketing, and Operations to drive excellence.

The ideal candidate is customer-obsessed, data-driven, with 10+ years of leadership in customer service, and a track record of improving CSAT, FCR, and CES in a high-growth organization.