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.