Overview
We are seeking a high-caliber, results-driven Director of Customer Service to lead and elevate our offshore e-commerce support team. This is not just a management roleits a mission. You will run the entire operation as if you were on-site locally, ensuring that every customer interaction, every process, and every team member meets elite standards of professionalism and quality.
Key Responsibilities
Lead, supervise, and inspire the offshore customer service team.
Set clear performance expectations and maintain the highest standards.
Oversee operations through Freshdesk with flawless execution.
Continuously refine and automate processes to drive efficiency and customer satisfaction.
- Hire, train, coachand when necessarytransition team members to protect excellence.
- Deliver impeccable customer communication with perfect grammar and tone.
- Maintain constant responsiveness and accountability with company leadership.
Qualifications & Requirements
- Proven track record as a Customer Service Director, Manager, or Senior Leader (preferably in e-commerce).
Strong experience with Freshdesk or similar platforms.
- Exceptional written and verbal communicationnear-native fluency is required.
Confident, decisive, process-oriented leader with unshakable integrity.
- Strategic thinker with relentless attention to detail and a commitment to customer excellence.
