Director of Customer Service Operations

Vintti is a forward-thinking staffing agency at the forefront of global talent solutions. We specialize in connecting US-based SMBs, startups, and firms with highly skilled professionals from Latin America. Our innovative approach breaks down geographical barriers, allowing businesses to tap into a rich pool of diverse talent while offering Latin American professionals access to exciting international career opportunities. Vintti builds bridges across continents, fostering cultural exchange and driving business growth through strategic staffing solutions.

The Director of Customer Service Operations is responsible for overseeing and optimizing all aspects of customer service delivery, including the development and implementation of strategies to improve customer satisfaction, loyalty, and retention. This role involves managing a team of customer service managers and representatives, ensuring efficient and effective support processes, and utilizing key performance indicators to drive continuous improvement. The Director of Customer Service Operations works closely with other departments to align customer service objectives with overall business goals, ensuring a seamless and positive customer experience across all channels.

- Bachelor's degree in Business Administration, Management, or a related field (Master’s degree preferred)
- Minimum of 7-10 years of experience in customer service management or operations roles
- Proven track record of developing and implementing successful customer service strategies and policies
- Strong leadership skills with experience managing large teams
- Excellent communication and interpersonal skills
- Ability to analyze and interpret data to drive decision-making
- Proficiency in customer service software and CRM systems
- Strong problem-solving and conflict resolution skills
- Experience in budget management and financial planning
- Ability to manage and negotiate vendor contracts
- Knowledge of industry trends and best practices
- Experience working collaboratively with other departments and cross-functional teams
- Strong organizational skills and attention to detail
- Ability to work under pressure and manage multiple priorities
- Excellent training and coaching skills
- Customer-focused mindset with a passion for enhancing customer experience
- Ability to maintain confidentiality and handle sensitive information
- Understanding of regulatory requirements and compliance standards in customer service
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
- Flexibility to adapt to changing business needs and environments

- Develop and implement customer service policies and procedures
- Monitor and evaluate the performance of the customer service team
- Conduct regular training and coaching sessions with staff
- Address and resolve complex customer issues and escalations
- Collaborate with other departments to streamline customer service processes
- Analyze customer feedback and identify areas for improvement
- Create and manage budgets for the customer service department
- Oversee the recruitment and onboarding of new customer service representatives
- Generate and review reports on key performance indicators (KPIs)
- Implement technology solutions to enhance customer service efficiency
- Ensure compliance with company policies and regulatory requirements
- Develop strategies to improve customer satisfaction and loyalty
- Lead team meetings and provide updates on departmental goals and progress
- Manage vendor relationships and negotiate contracts for customer service tools
- Coordinate with marketing and sales teams to align customer service initiatives
- Prepare and present operational reports to senior management
- Identify trends and patterns in customer inquiries and complaints
- Facilitate cross-functional projects to improve overall customer experience
- Maintain up-to-date knowledge of industry trends and best practices
- Ensure the customer service team adheres to company standards and values

The ideal candidate for the Director of Customer Service Operations role is a strategic and forward-thinking leader with a minimum of 7-10 years of experience in customer service management or operations. They hold a bachelor's degree in Business Administration, Management, or a related field, with a master’s degree preferred. This individual has a proven track record of developing and implementing successful customer service strategies and policies, and excels in managing large teams with exceptional leadership skills. With excellent communication and interpersonal abilities, they are adept at collaborating across departments and fostering a customer-centric culture. The candidate is highly analytical, capable of interpreting data to drive informed decisions, and possesses strong problem-solving and conflict resolution skills. Proficient in customer service software and CRM systems, they are also experienced in budget management, financial planning, and vendor negotiation. They consistently demonstrate a high level of emotional intelligence, empathy, and adaptability to changing business needs. Known for their attention to detail and superb organizational skills, they remain resilient under pressure and can effectively manage multiple priorities. They exhibit integrity, maintain confidentiality, and have a deep passion for enhancing the customer experience. Their proactive, innovative approach to process improvement and continuous learning keeps them abreast of industry trends and best practices. Overall, they are reliable, results-oriented, and capable of inspiring and developing staff while upholding the highest ethical standards.

- Develop and implement customer service policies and procedures.
- Monitor and evaluate the performance of the customer service team.
- Conduct regular training and coaching sessions with staff.
- Address and resolve complex customer issues and escalations.
- Collaborate with other departments to streamline customer service processes.
- Analyze customer feedback and identify areas for improvement.
- Create and manage budgets for the customer service department.
- Oversee the recruitment and onboarding of new customer service representatives.
- Generate and review reports on key performance indicators (KPIs).
- Implement technology solutions to enhance customer service efficiency.
- Ensure compliance with company policies and regulatory requirements.
- Develop strategies to improve customer satisfaction and loyalty.
- Lead team meetings and provide updates on departmental goals and progress.
- Manage vendor relationships and negotiate contracts for customer service tools.
- Coordinate with marketing and sales teams to align customer service initiatives.
- Prepare and present operational reports to senior management.
- Identify trends and patterns in customer inquiries and complaints.
- Facilitate cross-functional projects to improve overall customer experience.
- Maintain up-to-date knowledge of industry trends and best practices.
- Ensure the customer service team adheres to company standards and values.

- Strategic thinker with a forward-looking perspective
- Exceptional leadership and team management abilities
- Highly analytical with strong data interpretation skills
- Excellent verbal and written communication
- Collaborative mindset and adept in cross-functional teamwork
- Strong problem-solving and decision-making capabilities
- Customer-centric with a deep passion for improving customer experiences
- Detail-oriented with superb organizational skills
- Proactive and innovative attitude towards process improvement
- High emotional intelligence and empathy
- Adaptable and flexible in dynamic environments
- Resilient and able to thrive under pressure
- Integrity and commitment to ethical standards
- Enthusiastic about technology and continuous learning
- Strong negotiation and vendor management skills
- Motivational with the ability to inspire and develop staff
- Decisive with a results-oriented approach
- Continuous learning mindset with up-to-date industry knowledge
- Reliability and dependability in meeting deadlines and objectives
- Demonstrated ability to handle sensitive and confidential information

- Competitive salary range based on experience and qualifications
- Performance-based bonuses and incentives
- Comprehensive health insurance (medical, dental, vision)
- Retirement savings plan with company match
- Paid time off (vacation, sick leave, and holidays)
- Flexible working hours and remote work options
- Professional development and continuous learning opportunities
- Tuition reimbursement for relevant courses and certifications
- Employee wellness programs and resources
- Access to company-sponsored training and certification programs
- Opportunities for career advancement within the organization
- Company-sponsored events and team-building activities
- Discounts on company products or services
- Parental leave and family planning support
- Employee assistance program (EAP) for personal and professional support
- Life and disability insurance
- Relocation assistance if applicable
- Company-provided equipment and technology tools
- Access to industry conferences and networking events
- Recognition and reward programs to celebrate employee achievements