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.
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.
If interested, please apply at this link: https://apply.workable.com/j/187DFD1FB1
