Customer Service Director Role

SummarySienna Charles, a premier luxury lifestyle company featured in Forbes is seeking a hands-on Customer Service Director to lead and elevate our entire CS function. This is a producer role for someone who builds systems, improves processes, solves problems quickly, and drives consistent performance across a team. You will lead the CS team, refine SOPs, handle escalations, and create scalable workflows that support a high-touch luxury client experience.Key ResponsibilitiesCustomer Service Leadership- Oversee and coach the CS team day-to-day, ensuring high-touch, accurate client support.- Establish clear service standards and ensure the team consistently meets them.- Handle escalations directly and resolve issues with urgency and professionalism.- Audit service quality, identify gaps, and implement fixes immediately.- Lead ongoing training, expectation-setting, and performance management.- Maintain up-to-date SOPs that reflect best practice service delivery.Operational Execution- Translate the CEO’s vision into clear plans and oversee execution across the CS function.- Build new processes, checklists, and workflows that scale with company growth.- Identify breakdowns or inefficiencies in CS operations and fix them fast.- Maintain dashboards, KPIs, and weekly service performance reviews.Process Improvement and Automation- Improve workflows using Monday.com, Zendesk, Guru, and automation tools.- Create tools, templates, and automations that reduce manual work and eliminate errors.- Continuously refine CS systems for speed, clarity, and accuracy.Problem Solving and Escalation Management- Act as the first point of escalation for client or operational service issues.- Troubleshoot problems hands-on rather than delegating without alignment.- Ensure smooth service continuity and strong client satisfaction at all times.Technology Oversight- Manage daily use of CS-related systems and coordinate with developers or vendors when improvements are needed.- Ensure our tech stack supports high-quality, efficient, and scalable service delivery.Who You Are- You have a builder mindset and fix broken systems rather than just managing them.- You are service-driven and care deeply about tone, accuracy, and client experience.- You move quickly and maintain strong attention to detail.- You communicate clearly and keep leadership and the team aligned.- You take full ownership of outcomes and do not wait for others to solve problems.Requirements- 3 plus years leading customer service teams in a high-touch or high-expectation environment.- Experience improving SOPs, workflows, and team structures.- Comfort using Monday.com, Zendesk, Guru, Google Workspace, and basic automations.- Proven ability to run a CS team and drive high-quality execution end-to-end.- Availability in EST timezone, 8am to 5pm, with some weekend flexibility.Why Join UsThis is a high-impact director-level role where you will shape and lead the entire CS function for a luxury brand. You will work closely with the CEO, guide a team, and build the systems that enable the company to scale with excellence.Please mention the word **BONUSES** and tag ROTUuMjE2LjE3MS4xNjM= when applying to show you read the job post completely (#ROTUuMjE2LjE3MS4xNjM=). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.