Director, Customer Service

The role

The Director of Customer Service oversees the strategic and operational management of the Customer Service department. This person leads diverse teams across the US and offshore in India to deliver customer experiences for residents and property managers using company products and software.

What you will do

• Develop and execute a comprehensive strategy for the Customer Support department.
• Establish long-term initiatives to enhance customer service quality and efficiency.
• Collaborate with executive leadership to ensure department objectives support organizational priorities.
• Own vendor relationships for outsourced/offshore customer service operations.
• Supervise the performance of all Customer Service Managers and their teams.
• Monitor key performance indicators and service level agreements.
• Analyze performance data to identify trends and opportunities.
• Partner with Product, Engineering, and Account Management teams.
• Conduct regular performance reviews with Managers.
• Act as the final escalation point for complex or high-priority issues.

Required qualifications

• Bachelor’s degree in Business, Communication, Management, or Information Technology (IT) or related field with six years related experience in customer service management or customer service superviso
• Associates degree in Business, Communication, Management, or Information Technology (IT) or related field with eight years related experience in customer service management or customer service supervi
• Proven track record of managing large, diverse teams in call center environments
• Strong leadership, team management, and interpersonal communication skills
• Strategic planning and analytical expertise with a results-oriented mindset
• Proficiency with customer support tools and software (i.e. CRMs, workforce management, and QA tools)
• Excellent problem-solving and decision-making capabilities

Nice to have

• Experience with Intercom
• Experience managing outsourced/offshore customer service vendor relationships, including SLA management, quality assurance, and performance reporting

Benefits

• Medical, dental, vision, and life insurance with low deductibles and 75–100% employer contributions
• Flexible and generous PTO
• Competitive 401(k) with employer contributions
• Paid parental leave
• Discounted insurance plans for pets and legal services
• Employee stock purchase plan

About the company

SmartRent (NYSE: SMRT) provides an end-to-end platform for the rental housing industry by uniting software, hardware, and support. The company helps owners and operators simplify operations and deliver resident experiences.