Director of Customer Service

4 days ago

Charleston, United States Allegiance Flag Supply, LLC Full time
Job DescriptionJob DescriptionAt our core, we believe that products—especially American flags—should be made in the USA by proud Americans. When you join the team, you become a part of the Allegiance story and a community of wholesome, patriotic Americans who are respected and respect the flags we make. 
Thank you for your interest in joining our team at Allegiance Flag Supply. As part of our hiring process, we require candidates to complete the Culture Index assessment. This tool helps us understand your strengths and how you may fit within our team culture.Please note that only applicants who complete the Culture Index survey will be considered for the position. You can find the link to the assessment below:
https://go.cultureindex.com/p/jYiusvS0EwcCt

Position Overview:
We are seeking a highly motivated and experienced Director of Customer Service to lead and manage our customer service operations. This hybrid role, based in the Charleston area, requires an individual with a deep understanding of customer satisfaction, leadership, and operational management. The Director will play a key role in shaping the customer experience, driving operational efficiency, and fostering a culture of accountability and growth.
Key Responsibilities:
Leadership & Team Management:
  • Lead, mentor, and develop a team of customer service managers and representatives.
  • Hold weekly team meetings and individual one-on-one meetings to provide coaching, performance feedback, and updates on departmental goals.
  • Create a positive work environment that fosters accountability, teamwork, and professional growth.
  • Implement training and development programs to enhance customer service skills.
  • Develop and implement career development paths and succession planning to support team members’ long-term growth within the organization.
  • Establish individual performance goals and provide ongoing coaching and feedback to ensure continuous improvement.
  • Foster a culture of accountability, ownership, and customer-centric behavior across the team.
Strategy & Planning:
  • Develop and implement customer service strategies, policies, and best practices to ensure exceptional customer experiences.
  • Collaborate with executive leadership to align customer service goals with overall business objectives.
  • Monitor customer service trends and innovate new ways to improve service delivery.
Operational Management:
  • Oversee daily operations of the customer service department, ensuring efficient responses to customer inquiries, complaints, and feedback.
  • Manage customer service workflows, including call center operations, email, chat, and social media support.
  • Establish and track key performance metrics (KPIs) such as response time, first contact resolution, and customer satisfaction scores.
  • Develop efficient schedules to ensure appropriate coverage and optimal performance for the team.
Customer Experience Improvement:
  • Identify pain points in the customer journey and implement solutions to improve overall customer satisfaction.
  • Develop strategies for handling complex customer complaints and escalations.
  • Lead initiatives to improve customer loyalty, retention, and brand advocacy.
Technology & Tools:
  • Evaluate and recommend tools and technologies to enhance customer service capabilities and efficiencies.
  • Collaborate with other departments to ensure seamless integration of customer service tools with overall business systems.
Budgeting & Reporting:
  • Prepare and manage the customer service department’s budget, ensuring efficient allocation of resources.
  • Provide regular reports on customer service performance, team productivity, and overall department health to senior management.
Data-Driven Decision Making:
  • Analyze customer service data, trends, and KPIs to make informed decisions and drive improvements.
  • Utilize data to identify areas for process improvement and optimize team performance.
  • Provide regular reports and insights to senior leadership on customer service performance.
Qualifications:
  • Bachelor’s degree in Business Administration, Communications, or a related field (Master’s preferred).
  • 7+ years of experience in customer service, with at least 3 years in a leadership role.
  • Proven ability to manage large teams and multi-channel customer support operations.
  • Strong understanding of customer service technologies, CRM systems, and performance metrics.
  • Excellent communication, problem-solving, and organizational skills.
  • Ability to thrive in a fast-paced, results-oriented environment.
Preferred Skills:
  • Experience with Shopify and Gorgias is a plus.
  • Experience in customer service strategy development for a fast-growing business.
  • Familiarity with eCommerce, retail, or a similar industry.


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