Head of Service - Remote

Overview

As Head of Service, you will lead the delivery of best-in-class service experiences for our Pros and Customers. This senior role blends operational excellence, customer-first thinking, and team leadership to drive our service vision and maintain the highest performance standards.

In Short

• Lead and inspire the Service Team to deliver exceptional service.
• Develop and execute service strategies to enhance operational efficiency.
• Promote a customer-first mindset in all service interactions.
• Evaluate service performance metrics and implement improvements.
• Manage service department resources and performance KPIs.
• Collaborate with stakeholders across various functions.
• Address complex customer concerns with professionalism.
• Foster a culture of accountability, empathy, and excellence.
• Ensure seamless customer interactions and enhance satisfaction.
• Drive continuous improvement initiatives within the service team.

Requirements

• 10+ years of experience in contact center/operations management.
• 2+ years leading remote teams across multiple time zones.
• Knowledge of customer experience metrics (CSAT, NPS, etc.).
• 5+ years in customer service leadership roles.
• Excellent communication skills.
• Experience with call center or CRM technologies.
• Strategic thinking and planning skills.
• Ability to motivate and influence team performance.
• Experience in fast-paced, high-volume environments.
• Proven success in cross-functional team leadership.

Benefits

• Virtual-first working model with in-person events.
• 20 company-wide holidays including a week-long end-of-year shutdown.
• WiFi and cell phone reimbursements.
• Employee Assistance Program for mental health support.
• Library collaboration hub in San Francisco.