Customer Service Director Role

Source: remoteok

About the Role

Sienna 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 Responsibilities

Customer 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 Us

This 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.