About the role
About the Role
We are on an ambitious journey to transform customer service from a cost center into a clear competitive advantage. As our Director of Customer Service, you will lead the transition from a primarily outsourced support operation to an in-house, high-performance Canadian team. You’ll spearhead the adoption of AI automation, elevate customer satisfaction, and embed revenue generation within the support function.
This is a hands-on leadership role for a strategic and operational expert who thrives in environments where transformation, technology, and customer-centricity intersect.
Key Responsibilities
Operational Transformation & Team Leadership
- Design and execute the transition plan to build a Canadian-based customer service team while reducing dependency on outsourced providers.
- Oversee hiring, onboarding, and development of an in-house team, establishing a culture of empowerment, accountability, and high performance.
- Implement workforce management practices to optimize staffing, coverage, and productivity.
Automation & Technology Enablement
- Lead the implementation of AI-powered chatbots and self-service tools to deflect 70–80% of inbound chat volume.
- Partner with technology teams to integrate chatbot workflows with our e-commerce platforms (Magento, Kustomer CRM).
- Introduce agent assist tools and AI-driven knowledge management to improve efficiency and consistency.
Cost Optimization & Quality Improvement
- Reduce customer service operating costs by 40–50% within 6 months by combining automation and efficient in-house operations.
- Define and track performance metrics (CSAT, NPS, cost per contact, first contact resolution, AHT).
- Establish continuous improvement programs to drive quality and efficiency gains.
Customer Experience Excellence
- Develop and implement customer experience strategies that improve satisfaction, retention, and lifetime value.
- Lead Voice of Customer (VoC) programs to capture actionable insights and remove friction points.
- Ensure a consistent, high-quality experience across chat, phone, email, and social channels.
Revenue Enablement
- Launch and scale upselling and cross-selling initiatives embedded within support workflows.
- Train and coach the team to identify consultative selling opportunities while maintaining high customer satisfaction.
Leadership & Culture
- Serve as a culture carrier, championing customer advocacy, empathy, and innovation.
- Coach and mentor team leads and agents, fostering engagement and professional growth.
- Build succession plans and develop future leaders within the CS function.
Requirements
### **Who You Are**
- Transformational Leader: You have led customer service transformations, including building in-house teams, optimizing outsourcing, and introducing AI automation.
- Data-Driven Operator: You are fluent in metrics and operational KPIs. You’ve demonstrated measurable improvements in CSAT, cost per contact, and retention.
- AI & Tech Savvy: You have hands-on experience implementing chatbots, agent assist, and CRM integrations.
- Customer-Centric: You combine empathy and process excellence to create experiences customers love.
- Revenue-Minded: You understand how support can drive incremental revenue without compromising satisfaction.
- Adaptable & Hands-On: You’re comfortable rolling up your sleeves in a scaling business environment.
Benefits
If interested, please apply at this link: <https://apply.workable.com/j/187DFD1FB1>
About Jam+
About the role
About the Role
We are on an ambitious journey to transform customer service from a cost center into a clear competitive advantage. As our Director of Customer Service, you will lead the transition from a primarily outsourced support operation to an in-house, high-performance Canadian team. You’ll spearhead the adoption of AI automation, elevate customer satisfaction, and embed revenue generation within the support function.
This is a hands-on leadership role for a strategic and operational expert who thrives in environments where transformation, technology, and customer-centricity intersect.
Key Responsibilities
Operational Transformation & Team Leadership
- Design and execute the transition plan to build a Canadian-based customer service team while reducing dependency on outsourced providers.
- Oversee hiring, onboarding, and development of an in-house team, establishing a culture of empowerment, accountability, and high performance.
- Implement workforce management practices to optimize staffing, coverage, and productivity.
Automation & Technology Enablement
- Lead the implementation of AI-powered chatbots and self-service tools to deflect 70–80% of inbound chat volume.
- Partner with technology teams to integrate chatbot workflows with our e-commerce platforms (Magento, Kustomer CRM).
- Introduce agent assist tools and AI-driven knowledge management to improve efficiency and consistency.
Cost Optimization & Quality Improvement
- Reduce customer service operating costs by 40–50% within 6 months by combining automation and efficient in-house operations.
- Define and track performance metrics (CSAT, NPS, cost per contact, first contact resolution, AHT).
- Establish continuous improvement programs to drive quality and efficiency gains.
Customer Experience Excellence
- Develop and implement customer experience strategies that improve satisfaction, retention, and lifetime value.
- Lead Voice of Customer (VoC) programs to capture actionable insights and remove friction points.
- Ensure a consistent, high-quality experience across chat, phone, email, and social channels.
Revenue Enablement
- Launch and scale upselling and cross-selling initiatives embedded within support workflows.
- Train and coach the team to identify consultative selling opportunities while maintaining high customer satisfaction.
Leadership & Culture
- Serve as a culture carrier, championing customer advocacy, empathy, and innovation.
- Coach and mentor team leads and agents, fostering engagement and professional growth.
- Build succession plans and develop future leaders within the CS function.
Requirements
### **Who You Are**
- Transformational Leader: You have led customer service transformations, including building in-house teams, optimizing outsourcing, and introducing AI automation.
- Data-Driven Operator: You are fluent in metrics and operational KPIs. You’ve demonstrated measurable improvements in CSAT, cost per contact, and retention.
- AI & Tech Savvy: You have hands-on experience implementing chatbots, agent assist, and CRM integrations.
- Customer-Centric: You combine empathy and process excellence to create experiences customers love.
- Revenue-Minded: You understand how support can drive incremental revenue without compromising satisfaction.
- Adaptable & Hands-On: You’re comfortable rolling up your sleeves in a scaling business environment.
Benefits
If interested, please apply at this link: <https://apply.workable.com/j/187DFD1FB1>