Customer Service Director Role

Summary Sienna Charles, a premier luxury lifestyle company featured in Forbes is seeking a hands-on Customer Service Director to lead and elevate our entire CS function. This is a producer role for someone who builds systems, improves processes, solves problems quickly, and drives consistent performance across a team. You will lead the CS team, refine SOPs, handle escalations, and create scalable workflows that support a high-touch luxury client experience. Key Responsibilities Customer Service Leadership - Oversee and coach the CS team day-to-day, ensuring high-touch, accurate client support. - Establish clear service standards and ensure the team consistently meets them. - Handle escalations directly and resolve issues with urgency and professionalism. - Audit service quality, identify gaps, and implement fixes immediately. - Lead ongoing training, expectation-setting, and performance management. - Maintain up-to-date SOPs that reflect best practice service delivery. Operational Execution - Translate the CEO’s vision into clear plans and oversee execution across the CS function. - Build new processes, checklists, and workflows that scale with company growth. - Identify breakdowns or inefficiencies in CS operations and fix them fast. - Maintain dashboards, KPIs, and weekly service performance reviews. Process Improvement and Automation - Improve workflows using Monday.com, Zendesk, Guru, and automation tools. - Create tools, templates, and automations that reduce manual work and eliminate errors. - Continuously refine CS systems for speed, clarity, and accuracy. Problem Solving and Escalation Management - Act as the first point of escalation for client or operational service issues. - Troubleshoot problems hands-on rather than delegating without alignment. - Ensure smooth service continuity and strong client satisfaction at all times. Technology Oversight - Manage daily use of CS-related systems and coordinate with developers or vendors when improvements are needed. - Ensure our tech stack supports high-quality, efficient, and scalable service delivery. Who You Are - You have a builder mindset and fix broken systems rather than just managing them. - You are service-driven and care deeply about tone, accuracy, and client experience. - You move quickly and maintain strong attention to detail. - You communicate clearly and keep leadership and the team aligned. - You take full ownership of outcomes and do not wait for others to solve problems. Requirements - 3 plus years leading customer service teams in a high-touch or high-expectation environment. - Experience improving SOPs, workflows, and team structures. - Comfort using Monday.com, Zendesk, Guru, Google Workspace, and basic automations. - Proven ability to run a CS team and drive high-quality execution end-to-end. - Availability in EST timezone, 8am to 5pm, with some weekend flexibility. Why Join Us This is a high-impact director-level role where you will shape and lead the entire CS function for a luxury brand. You will work closely with the CEO, guide a team, and build the systems that enable the company to scale with excellence.