Head Of Customer Service

The Head of Customer Service plays a strategic leadership role responsible for driving exceptional customer experiences, managing service operations, and optimizing team performance. This role oversees all customer service functions, designs service frameworks, and ensures that customer feedback translates into service improvements. Ideal candidates will demonstrate strong leadership, analytical thinking, and a customer-first mindset to uphold brand loyalty and operational excellence.

Responsibilities:

• Lead and manage the customer service department, ensuring seamless daily operations.

• Develop and implement customer service policies, procedures, and standards.

• Set clear performance goals and KPIs for the customer service team.

• Analyze customer service metrics and identify areas for improvement.

• Handle escalated customer complaints and resolve complex service issues.

• Collaborate with other departments to align service strategies with business objectives.

• Oversee training and professional development of customer service staff.

• Ensure CRM systems and support tools are effectively utilized and updated.

• Monitor industry trends and integrate best practices into the service model.

• Create and maintain a culture of excellence, empathy, and accountability.

Requirements:

• Bachelor’s degree in Business Administration, Customer Service, or related field; Master’s preferred.

• Minimum 8–10 years of experience in customer service, with at least 3 years in a senior leadership role.

• Proven success in leading large customer service teams across channels.

• Strong analytical, strategic planning, and decision-making skills.

• Exceptional interpersonal and conflict resolution abilities.

• Experience with CRM platforms and support technologies.

• Strong communication and presentation skills.

• Ability to work in a fast-paced, customer-centric environment.

• Multilingual skills are a plus.