About This Role
This senior leadership role oversees all customer-facing operations, focusing on exceptional service, revenue retention, and proactive sales. The Director of Customer Success will manage the entire customer experience lifecycle, building the systems, standards, and team culture for the customer service team to thrive. This position requires a professional who can both de-escalate frustrated customers and close high-value sales.
Responsibilities
- Serve as the final point of escalation for complex or sensitive customer service issues from frontline agents
- Handle customers with empathy and professionalism, finding solutions that protect both the customer relationship and company interests
- Resolve escalated issues related to out-of-stock items by guiding customers toward appropriate in-stock alternatives
- Own all chargeback disputes and cancellation requests end-to-end
- Proactively work to save sales through retention strategies, product swaps, and upgrades before a cancellation is finalized
- Track cancellation trends and develop preventive strategies to reduce dispute rates over time
- Create, maintain, and continuously improve Standard Operating Procedures (SOPs) for the CS team covering returns, chargebacks, cancellations, and general issue handling
- Ensure all CS agents are trained on current SOPs and consistently apply them
- Identify process gaps and implement solutions that improve team efficiency and customer satisfaction
- Handle high-value inbound and outbound sales calls and emails, independently and collaboratively alongside CS team members
- Use available bandwidth proactively to pursue new sales opportunities and follow up on warm leads
- Partner with the dealer network to support product promotion, build relationships, and help dealers drive more sales
- Directly manage, mentor, and develop the customer service team
- Set clear performance expectations, conduct regular reviews, and support hiring decisions when needed
- Foster a team culture centered on accountability, customer empathy, and continuous improvement
- Own and report on key CS KPIs, including resolution rates, chargeback ratios, save rates, response times, and outreach activity
- Provide regular performance updates to the General Manager
- Use data to identify trends, surface insights, and drive strategic improvements across the Department
- Hold approval authority for customer refunds and discounts in accordance with established guidelines
- Exercise sound judgment to balance customer satisfaction with company financial health
Requirements
- 7+ years of experience in e-commerce customer service, with at least 3 years in a senior or management role