Director of Customer Service
World Education Services
full-time
Posted on:
Location Type: Remote
Location: Canada
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Salary
💰 CA$155,000 - CA$170,000 per year
Job Level
About the role
- Own end-to-end customer service performance across all channels (email, phone, chat, social)
- Establish clear operational standards for responsiveness, resolution quality, tone, and escalation management
- Lead crisis and escalation management
- Analyze current customer experience and develop a clear strategy for delivering an evolved customer experience
- Lead and manage external customer service vendors
- Partner with internal stakeholders to assess make-vs-buy decisions
- Own the customer service technology stack
- Leverage data and insights to identify systemic issues and opportunities for improvement
- Elevate customer insights into actionable intelligence for leadership
- Lead, coach, and develop a senior customer service leadership team
Requirements
- 7+ years of experience in customer service, operations, or customer solutions leadership
- Proven track record leading complex, multi-channel, global customer service operations
- Demonstrated experience managing and scaling third-party vendors and outsourced service models
- Strong operational discipline with the ability to move from diagnosis to execution
- High comfort with CRM platforms, customer service tooling, reporting, and analytics
- Experience leading teams through ambiguity, change, and operational reset
- Strong executive presence and communication skills
Benefits
- Work-Life Harmony: Remote work and flexible scheduling
- Comprehensive wellness programs
- Competitive compensation
- Professional growth and development opportunities
- Rewards and recognition for achievements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer serviceoperations managementvendor managementdata analysisCRM platformsreportinganalyticsmulti-channel operationsescalation managementcustomer experience strategy
Soft Skills
leadershipcommunicationoperational disciplineproblem-solvingcoachingstrategic thinkingexecutive presenceadaptabilitycollaborationchange management