Director of Customer Service - Remote

Overview

The Director of Customer Service is responsible for leading the day-to-day operations and overall performance of the Customer Service Department at Thorne, ensuring a high-quality customer experience.

In Short

• Lead daily operations of the Customer Service Department.
• Ensure high-quality customer interactions across all channels.
• Establish and monitor key performance indicators (KPIs).
• Manage and develop a high-performing customer service team.
• Implement scalable processes for operational efficiency.
• Drive a culture of accountability and continuous improvement.
• Respond to escalated customer issues and collaborate with other departments.
• Provide regular performance metrics and feedback to senior management.
• Support strategic initiatives and process improvements.
• Foster collaboration with cross-functional teams.

Requirements

• A college degree is required.
• A minimum of 10+ years of Customer Service experience with leadership responsibilities.
• Experience in a high-growth, multi-channel environment preferred.
• Strong understanding of customer service operations.
• Experience with customer service platforms and data reporting.
• Ability to assess talent and manage performance effectively.
• Strong verbal and written communication skills.
• Proven ability to build and motivate teams.

Benefits

• Competitive compensation.
• 100% company-paid medical, dental, and vision insurance coverage.
• Company-paid short- and long-term disability insurance.
• Company-paid life insurance.
• 401k plan with employer matching contributions.
• Gym membership reimbursement.
• Monthly allowance of Thorne supplements.
• Flex PTO for Director level and above.
• Training, professional development, and career growth opportunities.