What Does a Customer Service Director Do?
A customer service director is responsible for leading and shaping the overall customer support strategy for an organization. They oversee all aspects of service operations, including contact centers, support teams, and service delivery channels, to ensure exceptional customer experiences that align with business goals. This role involves setting service standards, managing team performance, and implementing tools and systems that improve the efficiency and effectiveness of customer interactions.
Beyond team leadership, customer service directors work cross-functionally with departments like product, sales, and marketing to integrate customer feedback into continuous improvement efforts. They track service metrics such as CSAT, NPS, response time, and resolution rates, using these insights to refine service models and support customer retention. Their work directly influences customer loyalty, brand perception, and long-term revenue growth.
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Customer Service Director Core Responsibilities
- Define and implement the organization’s customer service strategy and vision
- Lead customer service teams across multiple channels (phone, email, chat, social)
- Establish and monitor KPIs such as CSAT, NPS, and first contact resolution
- Develop and manage training, quality assurance, and onboarding programs
- Collaborate with internal departments to address systemic service issues
- Oversee service platforms and technology, ensuring optimal performance and usability
- Manage customer escalations and ensure consistent service delivery
- Use data and customer insights to improve processes and influence business decisions
- Create and manage department budgets and staffing plans
Required Skills and Qualifications
Hard skills
- Expertise in customer service operations, contact center management, or CX platforms
- Proficiency with CRM and support software (e.g., Zendesk, Salesforce, Freshdesk)
- Strong analytical ability to interpret KPIs and drive data-backed decisions
- Experience implementing customer service workflows and automation tools
Soft skills
- Visionary leadership and team management
- High emotional intelligence and conflict resolution skills
- Strong written and verbal communication
- Ability to align service performance with organizational goals
Education
- Bachelor’s degree in business, communications, or related field
Certifications
- None required; certifications in customer experience management (e.g., CCXP) or leadership (e.g., Six Sigma, PMP) are beneficial
Preferred Qualifications
- Experience leading multi-site or omnichannel service teams
- Background in scaling service teams during high-growth phases
- Familiarity with CX tools, VoC programs, or AI-driven support technology
- Proven success in improving retention and customer loyalty metrics
National Average Salary
Customer service director salaries vary by experience, industry, organization size, and geography. Click below to explore salaries by local market.
The average national salary for a Customer Service Director is:
$106,980
Sample Job Description Templates for Customer Service Directors
Customer Service Supervisor
Position Overview
The customer service supervisor manages the daily activities of a frontline customer support team. This role ensures agents are meeting performance standards and delivering consistent, high-quality service. It combines coaching, scheduling, and real-time problem-solving to maintain smooth service operations.
Responsibilities
- Supervise daily workflows and schedules for customer service representatives
- Monitor performance metrics such as response time, call quality, and resolution rate
- Provide coaching, feedback, and performance reviews to team members
- Handle escalated customer issues and ensure timely resolution
- Support onboarding and training for new hires
- Ensure adherence to service protocols and company policies
- Assist with reporting and service documentation
Requirements
Hard skills
- Experience with CRM or support software (e.g., Zendesk, Salesforce)
- Ability to track and report on service metrics
- Knowledge of call scripts, QA tools, and escalation handling
Soft skills
- Strong leadership and mentoring ability
- Clear verbal and written communication
- Conflict resolution and problem-solving skills
- Ability to motivate and support team members
Education
- High school diploma or associate’s degree required; bachelor’s degree preferred
Certifications
- None required
Preferred Qualifications
- Prior experience in a team lead or supervisory role
- Exposure to scheduling tools or workforce management systems
Customer Service Manager
Position Overview
The customer service manager leads a customer support team or department to ensure delivery of excellent service across channels. This role is responsible for setting goals, coaching supervisors or team leads, and using performance data to drive service improvements.
Responsibilities
- Oversee the daily operations of the customer service team or division
- Develop service strategies and implement support policies
- Track team KPIs and deliver reports to senior leadership
- Resolve high-level customer complaints or recurring issues
- Partner with HR and training teams to develop onboarding programs
- Implement new tools, workflows, or support processes to enhance efficiency
- Maintain alignment with organizational service goals
Requirements
Hard skills
- Strong knowledge of CRM systems and service reporting tools
- Experience managing cross-channel service teams (e.g., phone, chat, email)
- Ability to interpret and act on performance metrics
Soft skills
- Effective team leadership and decision-making
- Strong coaching and development mindset
- Ability to balance service quality with operational efficiency
Education
- Bachelor’s degree in business, communications, or related field
Certifications
- None required; Six Sigma or leadership certifications preferred
Preferred Qualifications
- Experience leading teams in a contact center or high-volume environment
- Familiarity with customer satisfaction and retention initiatives
Customer Service Director
Position Overview
The customer service director sets the overall direction for the organization’s service function. They lead managers, develop support strategy, and oversee the execution of customer service initiatives that align with company goals for satisfaction, loyalty, and efficiency.
Responsibilities
- Lead departmental strategy and execution for customer service delivery
- Oversee budget planning, hiring, and operational development for service teams
- Analyze service metrics (CSAT, NPS, FCR) to identify areas for improvement
- Coordinate cross-functional service initiatives with product, sales, and marketing
- Set and enforce standards for service quality, team performance, and communication
- Guide customer escalation resolution processes and policy reviews
- Present insights and strategic updates to executive leadership
Requirements
Hard skills
- Deep experience with service metrics, reporting, and customer experience tools
- CRM and omnichannel platform proficiency
- Strategic planning and departmental budgeting
Soft skills
- Visionary leadership and executive communication
- Strong analytical thinking and data interpretation
- Ability to influence cross-functional stakeholders
Education
- Bachelor’s degree in business, operations, or communications
Certifications
- None required; PMP or CCXP preferred
Preferred Qualifications
- Experience leading multi-site or global customer service operations
- Background in digital support or customer experience transformation
Senior Director of Customer Service
Position Overview
The senior director of customer service oversees multiple support functions or regional operations within a growing service organization. They provide executive leadership on strategic initiatives that impact customer satisfaction, service innovation, and scalability.
Responsibilities
- Manage service performance across multiple business units or global regions
- Lead transformation projects focused on service automation and innovation
- Develop long-term strategies for improving loyalty, retention, and CX efficiency
- Collaborate with executive peers to shape customer journey improvements
- Monitor cross-channel service metrics and proactively address service gaps
- Oversee leadership development within the customer service management team
Requirements
Hard skills
- Proven success in multi-function or enterprise-wide customer service leadership
- Experience with advanced analytics and service technology platforms
- Cross-functional program management expertise
Soft skills
- Executive presence and strategic influence
- Strong change management and stakeholder alignment skills
- Results-focused with a continuous improvement mindset
Education
- Bachelor’s degree required; master’s degree preferred
Certifications
- CCXP or Six Sigma certification preferred
Preferred Qualifications
- Experience scaling support functions across business lines
- Familiarity with AI, chatbot, or self-service CX solutions
VP of Customer Service
Position Overview
The VP of customer service drives the overarching vision, culture, and performance of all customer support operations within the organization. As a member of senior leadership, this role influences business strategy, brand reputation, and revenue growth through a service excellence lens.
Responsibilities
- Set strategic direction for all customer service channels, platforms, and teams
- Lead a high-level service organization that spans regions, departments, or business units
- Champion customer experience within the C-suite and boardroom
- Define and monitor service performance metrics and outcomes
- Develop and manage department budgets, vendor partnerships, and technology roadmaps
- Oversee service transformation initiatives, including automation and AI integration
- Partner with executives across sales, product, and operations to align on customer strategy
Requirements
Hard skills
- Executive leadership in enterprise-level customer service environments
- Experience with CX transformation, automation tools, and digital support models
- Strategic planning, P&L management, and organizational design
Soft skills
- Visionary leadership with a customer-first mindset
- Board-level communication and stakeholder engagement
- Strong operational discipline and innovation
Education
- Bachelor’s degree required; MBA preferred
Certifications
- None required; CCXP, PMP, or Six Sigma certifications considered valuable
Preferred Qualifications
- Experience leading global customer support teams
- Demonstrated success driving service ROI and long-term retention metrics