Director of Customer Service

Thorne is dedicated to delivering high-quality, science-backed solutions for individual well-being. The Director of Customer Service is responsible for leading the Customer Service Department, ensuring high-quality customer experiences, driving performance through KPIs, and building a high-performing team aligned with the company’s growth objectives.

Responsibilities:

• Manages and ensures compliance with the Customer Service Department policies and procedures, while continuously improving processes to support scalability and consistency
• Provides leadership and supervision to Customer Service staff, ensuring full coverage of daily operations and alignment to service level expectations across all channels (phones, email, chat). Continuously evaluates team and individual performance, ensuring cross-training and operational flexibility
• With agreement of management, makes needed and/or agreed upon changes in procedures and policies in an effective and timely manner
• Ensures that Customer Service Representatives maintain high-quality customer interactions, defined by efficiency, professionalism, product knowledge, and thorough resolution of customer inquiries
• Establishes, monitors, and enforces key performance indicators (KPIs), including service levels, productivity, quality, and customer satisfaction (CSAT), ensuring accountability at both the agent and leadership levels
• Leads workforce planning and capacity management efforts to ensure the team is appropriately staffed and structured to meet current and future demand
• Provides ongoing coaching, feedback, and development to team members through one-on-one guidance, training, and regular staff meetings. Ensures training is continuous, structured, and aligned to business needs
• Drives a culture of accountability by conducting regular performance reviews, addressing performance gaps, and recognizing high performance
• Responds to and resolves escalated customer issues, including those related to shipments, services rendered, and product integrity, utilizing sound judgment and collaborating with Medical Affairs, Quality, Distribution, Finance, or other departments as necessary
• Provides detailed status reports, performance metrics, trends to Sr. Director, Consumer and Customer Service on a regular cadence
• Works cooperatively with cross-functional partners to address interdepartmental issues, improve the customer experience, and support company initiatives
• Supports the development and execution of strategic initiatives, including process improvements, system enhancements, and the implementation of tools that improve efficiency and customer experience (e.g., automation, self-service)
• Identifies trends and insights from customer interactions and escalations, providing feedback to leadership to improve products, processes, and overall customer experience
• Partners with internal teams, including Supply Chain, Sales, and Marketing, to ensure alignment on customer needs, promotional activity, and operational readiness
• Ensures that performance appraisals for direct reports and department personnel are conducted in a timely, structured, and effective manner
• Builds and leads a high-performing team by attracting, developing, and retaining talent, while fostering a culture of accountability, collaboration, and continuous improvement

Requirements:

• A college degree is required
• A minimum of 10+ years of Customer Service experience, including leadership responsibility in a fast-growing organization, is required
• Demonstrates ability to supervise and manage teams, delegate effectively, and follow up on work assignments. Proven ability to build, develop, and motivate high-performing teams
• Experience managing and successfully leading teams across DTC, B2B/Retail and Returns
• Strong understanding of customer service operations, including performance management, workforce planning, and multi-channel support (phone, email, chat)
• Experience working with customer service platforms and tools, with the ability to leverage data and reporting to drive performance and decision-making (Salesforce; AWS; FlipCX; Medallia; EDI)
• Ability to assess talent, hire new staff, conduct formal and informal performance assessments, and address employee performance issues effectively
• Strong communication skills, both verbal and written, with the ability to interact effectively with employees, leadership, and cross-functional partners
• Experience in a high-growth, multi-channel environment preferred