Torchora
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Key Responsibilities and Required Skills for Head of Customer Service

💰 $150,000 - $220,000

Customer ServiceLeadershipManagementStrategy

🎯 Role Definition

As the Head of Customer Service, you are the chief architect and champion of our customer experience. This is more than just managing a department; it's about setting the global vision for how we interact with, support, and delight our customers at every touchpoint. You will be a key member of the leadership team, responsible for building a scalable, efficient, and empathetic support organization. Your mission is to transform customer service from a cost center into a powerful engine for customer retention, brand loyalty, and business growth.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Director of Customer Support
  • Senior Customer Service Manager
  • Head of Client Relations

Advancement To:

  • VP of Customer Experience
  • Chief Customer Officer (CCO)
  • VP of Global Operations

Lateral Moves:

  • Head of Customer Success
  • Head of Professional Services

Core Responsibilities

Primary Functions

  • Develop and execute a comprehensive, global customer service strategy that aligns with the company's overall business objectives and brand promise.
  • Lead, mentor, and scale a multi-tiered, and potentially multi-locational, customer service team, fostering a culture of ownership, empathy, and high performance.
  • Define, monitor, and rigorously analyze key performance indicators (KPIs) such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Contact Resolution (FCR), and Average Handle Time (AHT) to drive continuous improvement.
  • Own the entire customer service technology stack, including CRM (e.g., Zendesk, Salesforce Service Cloud), telephony systems, and AI/chatbot solutions, ensuring they are optimized for efficiency and user experience.
  • Establish and refine customer support processes, policies, and standards to ensure consistent, high-quality service delivery across all channels (email, phone, chat, social media).
  • Act as the ultimate point of escalation for complex customer issues, demonstrating exceptional problem-solving skills and ensuring timely and satisfactory resolutions.
  • Design and implement robust training, onboarding, and continuous professional development programs for all members of the customer service team.
  • Manage the departmental budget, including headcount planning, technology investments, and operational expenses, ensuring optimal resource allocation and cost-effectiveness.
  • Champion the "Voice of the Customer" (VoC) initiative, systematically collecting, analyzing, and presenting customer feedback to influence product development, marketing, and sales strategies.
  • Collaborate closely with cross-functional leaders in Product, Engineering, Sales, and Marketing to create a seamless end-to-end customer journey.
  • Prepare and present detailed performance reports, strategic insights, and business reviews to the executive leadership team and key stakeholders.
  • Drive the digital transformation of customer service by identifying and implementing innovative technologies and self-service solutions to enhance efficiency and customer empowerment.
  • Develop and maintain a comprehensive knowledge base and internal documentation to ensure the team has access to accurate, up-to-date information.
  • Oversee workforce management and scheduling to ensure adequate coverage and adherence to service level agreements (SLAs), even during peak periods.
  • Conduct regular quality assurance (QA) reviews and feedback sessions to maintain high standards of communication and problem resolution.
  • Build and manage relationships with third-party vendors, BPOs, or outsourced partners, holding them accountable to strict performance metrics and quality standards.
  • Lead the team through periods of change, including the launch of new products, changes in policy, or the implementation of new systems, ensuring minimal disruption to service.
  • Cultivate a positive and motivational team environment that reduces attrition and attracts top talent in the customer service field.
  • Establish and manage a crisis communication plan for the customer service department to handle widespread outages or critical incidents effectively.
  • Analyze customer interaction data to identify trends, pain points, and opportunities for proactive support and service improvements.
  • Implement and oversee a scalable customer retention strategy, working with the customer success team to identify at-risk customers and implement save initiatives.
  • Ensure all customer service operations comply with relevant data privacy regulations (like GDPR and CCPA) and industry standards.

Secondary Functions

  • Represent the customer service department in company-wide strategic planning sessions.
  • Partner with the Marketing team to align on brand voice and messaging in all customer-facing communications.
  • Contribute to the user acceptance testing (UAT) of new product features from a customer support perspective.
  • Act as a key stakeholder in the selection and implementation of new company-wide business systems.

Required Skills & Competencies

Hard Skills (Technical)

  • CRM & Support Platform Mastery: Deep, hands-on expertise with modern customer service platforms like Zendesk, Salesforce Service Cloud, or Intercom, including setup, workflow optimization, and reporting.
  • Data Analysis & KPI Management: Proven ability to define, track, and interpret customer service metrics (CSAT, NPS, FCR, etc.) using BI tools (e.g., Tableau, Looker) to derive actionable insights.
  • Budgeting & Financial Forecasting: Experience in creating and managing departmental budgets, P&L responsibility, and forecasting resource needs.
  • Workforce Management (WFM): Strong understanding of WFM principles and software for forecasting, scheduling, and ensuring optimal agent staffing.
  • Process Improvement Methodologies: Familiarity with frameworks like Lean, Six Sigma, or similar methodologies to systematically identify and eliminate inefficiencies in support workflows.
  • Contact Center Technology: Knowledge of call center infrastructure, including ACD, IVR, and CTI systems.

Soft Skills

  • Strategic Leadership: The ability to craft a long-term vision for the customer experience and inspire a team to execute on that vision.
  • Exceptional Communication: World-class written and verbal communication skills, with the ability to articulate complex ideas clearly to customers, team members, and executives.
  • Stakeholder Management: The political savvy to build strong, collaborative relationships with peers in Product, Engineering, Sales, and Marketing.
  • Empathy & Emotional Intelligence: A genuine passion for understanding and solving customer problems, and the ability to lead a team with compassion and understanding.
  • Change Management: Skill in guiding a team through technological, procedural, or organizational change while maintaining morale and performance.
  • Coaching & Development: A proven track record of mentoring direct reports, developing future leaders, and building a strong talent pipeline.

Education & Experience

Educational Background

Minimum Education:

  • Bachelor's Degree or equivalent practical experience in a relevant field.

Preferred Education:

  • Master's Degree in Business Administration (MBA) or a related field.

Relevant Fields of Study:

  • Business Administration
  • Management
  • Communications
  • Marketing

Experience Requirements

Typical Experience Range: 10-15+ years

Preferred: 12+ years of progressive experience in customer service/support, with at least 5-7 years in a senior leadership capacity managing large, multi-channel support teams in a fast-paced environment.

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