Finora Jewelry LLCRemote
Director of Customer Service
United States of America
Full Time
3 hours ago
Visa Sponsor
Key skills
Customer Experience ManagementService OperationsPerformance Improvement MethodologiesCustomer Support ProcessesService WorkflowsTraining and DevelopmentOperational Performance MonitoringReporting FrameworksStakeholder ManagementLeadershipCommunicationSales
About this role
Finora Jewelry LLC is seeking an experienced and customer-focused Director of Customer Service to lead service operations and enhance customer experience. The role involves overseeing customer service strategy, operational performance, and collaborating with various teams to ensure a positive customer journey.
Responsibilities:
- Lead the organization’s customer service strategy and operational framework
- Develop and implement programs that enhance customer satisfaction and service excellence
- Establish customer service standards, policies, and performance objectives
- Monitor key service metrics and identify opportunities to improve operational effectiveness
- Oversee customer support processes, service workflows, and issue resolution procedures
- Collaborate with Product, Operations, and Sales teams to address customer needs and improve service outcomes
- Analyze customer feedback, service trends, and performance data to drive continuous improvement initiatives
- Develop reporting frameworks and executive-level service performance reviews
- Implement training and development programs that strengthen service capabilities and team effectiveness
- Build and mentor high-performing customer service management and support teams
Requirements:
- 8+ years of experience in customer service, customer experience, operations, support management, or related leadership roles
- Proven experience leading customer service organizations within fast-paced and customer-centric environments
- Strong understanding of customer experience management, service operations, and performance improvement methodologies
- Experience developing customer-focused strategies and scalable service frameworks
- Excellent analytical, organizational, and problem-solving skills
- Strong communication and stakeholder management abilities
- Ability to balance strategic customer initiatives with operational execution
- Bachelor's degree in Business Administration, Communications, Customer Experience, Operations, or a related field (advanced degree is a plus)