About the role

Role overview

The Director of Customer Service is an operational leadership role responsible for executing, delivering, and continuously improving customer service across D2C, B2B, and B2C environments. You will lead day-to-day service operations, ensuring strong processes, systems, and team performance to meet service standards and customer experience goals.

Responsibilities

Set and execute customer service strategy by defining service standards, performance metrics, and KPIs across all channels (phone, email, social media, live chat, etc.).
Drive continuous improvement using consumer insights to align departmental goals with customer needs.
Develop and maintain SOPs and documentation to ensure scalable, consistent operations.
Lead, coach, and develop the Customer Service team, building a high-performance culture with leadership frameworks and career pathways.
Optimize service operations through workforce planning, resource allocation, and capacity management to meet SLAs.
Deliver fiscal excellence by applying technology and process improvements; leverage AI and automation to support growth while protecting customer experience and margins.
Own an omnichannel customer journey across multiple brands/verticals and touchpoints (web, marketplaces, social, international, etc.).
Architect and oversee the customer technology stack to improve workflow efficiency and service delivery.
Evaluate and optimize tools/automation to enhance customer experience and team productivity.
Improve operational KPIs such as first-contact resolution, response time, wait time, quality, and customer satisfaction.
Ensure compliance with regulatory, legal, and company requirements; identify and mitigate operational/customer risks.
Collaborate cross-functionally with Sales, Finance, Product Development, Marketing, Operations to drive service improvements.
Partner with Sales to support engagement strategies, profitability, and conversion initiatives, measured via OKRs.

Requirements

Experience leading customer service operations across multiple channels (front and back office support and digital/contact channels).
Demonstrated ability to manage operational performance, service quality, and team effectiveness.
Proven approach to implementing continuous improvement via processes, systems, and technology (including AI/automation).

Nice-to-haves

Experience architecting or improving a customer service technology stack and omnichannel journeys.
Ability to translate customer insights into systemic improvements and measurable outcomes (KPIs/OKRs).

About Nordic Naturals

Nordic Naturals is a customer-focused consumer brand operating in D2C and B2B/B2C channels. The company emphasizes delivering a strong customer experience and uses operational and technology improvements, including AI and automation, to scale service efficiently across multiple customer touchpoints.