We are seeking a Director of Customer Service to lead our growing remote team and ensure world-class client and student satisfaction. The role focuses on optimizing customer experience, overseeing operations, and developing effective systems to enhance team performance. Training will be provided, with structured progression as you grow into the role.

Key Responsibilities

• Lead and mentor Team Leaders and manage a team of 50+ Customer Service Representatives.
• Conduct weekly and monthly team meetings to align goals and drive performance.
• Oversee the recruitment, onboarding, and training of new Customer Service Representatives.
• Optimize online tools, processes, and reporting systems for efficiency and scalability.
• Implement and improve student support and complaint-handling systems.
• Maintain high levels of student satisfaction and engagement.

Collaborate with management to refine service delivery strategies and achieve company objectives.

Qualifications & Experience

• Minimum 8 years of Customer Service experience.
• Minimum 4 years in a Customer Service Management or Leadership role.
• Excellent leadership, organizational, and communication skills.
• Fluent in written and spoken English with a strong understanding of western business etiquette.
• Proficient in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint, etc.).
• Strong interpersonal and “soft” skills; able to inspire, motivate, and resolve conflicts effectively.
• Positive, solutions-oriented attitude with a growth mindset.