Director, Customer Success
Brightspeed
full-time
Posted on:
Location Type: Remote
Location: Remote • North Carolina • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Lead the company’s customer complaint and escalation management strategy
- Own the end-to-end customer complaint management framework across all channels
- Establish standards, SLAs, and governance for complaint intake, investigation, and resolution
- Serve as the primary owner for executive-level and high-risk customer escalations
- Partner with Legal, Compliance, Product, Operations, and Executive Leadership to resolve sensitive cases
- Analyze customer feedback from complaints, surveys, NPS/CSAT, call listening, and social channels
- Lead cross-functional initiatives to eliminate root causes of customer issues
- Define KPIs to measure complaint resolution effectiveness and customer sentiment.
Requirements
- 8+ years of experience in Customer Experience, Customer Advocacy, Operations, or Escalations
- Proven leadership experience managing complaint resolution and executive escalations
- Strong background in contact center, B2C, or customer-facing operational environments
- Demonstrated success influencing cross-functional teams without direct authority
- Exceptional written and verbal communication skills, including executive-level presentations
- Strong analytical skills with the ability to translate customer data into business action.
Benefits
- Competitive medical, dental, vision, and life insurance
- Employee assistance program
- 401K plan with company match
- Paid time off
- Technology that enables remote work
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer complaint managementcomplaint resolutionKPI definitiondata analysisNPSCSATroot cause analysisgovernance standardsSLA establishment
Soft skills
leadershipinfluencingcommunicationpresentation skillsanalytical thinking