Director of Customer Service

Praun Metal & Equipments Pvt. Ltd. is seeking a highly motivated and experienced Director of Customer Service to lead and elevate customer support operations within a growing, distributed organization. The role involves overseeing customer support strategy, service quality, and team performance across multiple channels, ensuring a consistent and positive customer experience throughout the entire customer journey.

Responsibilities:

• Lead and develop customer service operations and support processes
• Define and implement customer experience standards and service strategies
• Manage performance metrics, reporting, and service quality benchmarks
• Collaborate with Product, Sales, and Operations teams to improve customer experience
• Identify service gaps and implement scalable improvement solutions
• Support training, coaching, and development of customer service teams
• Handle escalation frameworks and ensure timely resolution of key issues
• Continuously improve tools, workflows, and customer support systems

Requirements:

• 8+ years of experience in customer service, customer experience, or related leadership roles
• Proven experience managing remote or distributed teams
• Strong leadership and communication skills
• Experience with customer support systems and service performance metrics
• Ability to analyze feedback and drive process improvements
• Bachelor's degree required
• Advanced degree is a plus