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Thorne is seeking a Director of Customer Service to lead the day-to-day operations and overall performance of the Customer Service Department. This role is responsible for delivering a high-quality, efficient, and scalable customer experience across all channels (phone, email, chat) while supporting company growth objectives.
Key Responsibilities:
- Manage and lead the Customer Service Department, ensuring compliance with policies and procedures while continuously improving processes for scalability and consistency.
- Provide leadership and supervision to Customer Service staff, ensuring full coverage of daily operations and alignment to service level expectations across all channels. Evaluate team and individual performance, ensuring cross-training and operational flexibility.
- Establish, monitor, and enforce key performance indicators (KPIs) including service levels, productivity, quality, and customer satisfaction (CSAT), ensuring accountability at both agent and leadership levels.
- Lead workforce planning and capacity management to ensure appropriate staffing and structure to meet current and future demand.
- Provide ongoing coaching, feedback, and development to team members through one-on-one guidance, training, and regular staff meetings.
- Drive a culture of accountability through regular performance reviews, addressing performance gaps, and recognizing high performance.
- Respond to and resolve escalated customer issues related to shipments, services, and product integrity, collaborating with Medical Affairs, Quality, Distribution, Finance, and other departments as needed.
- Provide detailed status reports, performance metrics, and trends to the Senior Director of Consumer and Customer Experience on a regular cadence.
- Work cooperatively with cross-functional partners to address interdepartmental issues and improve customer experience.
- Support development and execution of strategic initiatives including process improvements, system enhancements, and implementation of tools that improve efficiency and customer experience (automation, self-service).
- Identify trends and insights from customer interactions and escalations, providing feedback to leadership to improve products, processes, and overall customer experience.
- Partner with internal teams including Supply Chain, Sales, and Marketing to ensure alignment on customer needs, promotional activity, and operational readiness.
- Build and lead a high-performing team by attracting, developing, and retaining talent while fostering a culture of accountability, collaboration, and continuous improvement.
Requirements:
- College degree required.
- Minimum 10+ years of Customer Service experience, including leadership responsibility in a fast-growing organization.
- Experience in a high-growth, multi-channel environment preferred.
- Demonstrated ability to supervise and manage teams, delegate effectively, and follow up on work assignments. Proven ability to build, develop, and motivate high-performing teams.
- Experience managing and successfully leading teams across DTC, B2B/Retail, and Returns.
- Strong understanding of customer service operations, including performance management, workforce planning, and multi-channel support (phone, email, chat).
- Experience working with customer service platforms and tools, with ability to leverage data and reporting to drive performance and decision-making (Salesforce, AWS, FlipCX, Medallia, EDI).
- Ability to assess talent, hire new staff, conduct formal and informal performance assessments, and address employee performance issues effectively.
- Strong communication skills, both verbal and written, with ability to interact effectively with employees, leadership, and cross-functional partners.
