Headquarters: New York
URL: https://siennacharles.com
Key Responsibilities
Customer Service Leadership
– Oversee and coach the CS team day-to-day, ensuring high-touch, accurate client support.
– Establish clear service standards and ensure the team consistently meets them.
– Handle escalations directly and resolve issues with urgency and professionalism.
– Audit service quality, identify gaps, and implement fixes immediately.
– Lead ongoing training, expectation-setting, and performance management.
– Maintain up-to-date SOPs that reflect best practice service delivery.
Operational Execution
– Translate the CEO’s vision into clear plans and oversee execution across the CS function.
– Build new processes, checklists, and workflows that scale with company growth.
– Identify breakdowns or inefficiencies in CS operations and fix them fast.
– Maintain dashboards, KPIs, and weekly service performance reviews.
Process Improvement and Automation
– Improve workflows using Monday.com, Zendesk, Guru, and automation tools.
– Create tools, templates, and automations that reduce manual work and eliminate errors.
– Continuously refine CS systems for speed, clarity, and accuracy.
Problem Solving and Escalation Management
– Act as the first point of escalation for client or operational service issues.
– Troubleshoot problems hands-on rather than delegating without alignment.
– Ensure smooth service continuity and strong client satisfaction at all times.
Technology Oversight
– Manage daily use of CS-related systems and coordinate with developers or vendors when improvements are needed.
– Ensure our tech stack supports high-quality, efficient, and scalable service delivery.
Who You Are
– You have a builder mindset and fix broken systems rather than just managing them.
– You are service-driven and care deeply about tone, accuracy, and client experience.
– You move quickly and maintain strong attention to detail.
– You communicate clearly and keep leadership and the team aligned.
– You take full ownership of outcomes and do not wait for others to solve problems.
Our Application Process:
- As a prestigious luxury company, we receive a high volume of applications for each role. To help us evaluate candidates thoughtfully and efficiently, we ask all applicants to complete a short set of written questions and include a brief video introduction.
- Candidates who complete both the written questions and the video will be considered for the next stage of interviews. These responses allow us to get a meaningful sense of your communication style, problem-solving approach, and alignment with our values before moving forward.’
- Kindly submit your application via email at recruiting@siennacharles.com
- Describe a time you inherited a broken or inefficient operational process. What specific steps did you take to fix it, and what was the result? Be as concrete as possible.
- Explain your experience leading a Customer Service team in a high-touch or high-expectation environment. What were your responsibilities, and how did you ensure quality and accuracy?
- Walk me through a system or workflow you built from scratch (SOP, automation, dashboard, training guide, etc.). What problem were you solving, what tools did you use, and how did you measure its success?
- Our team often faces urgent client escalations and fast-moving operational issues. How do you stay calm, prioritize correctly, and make good decisions under pressure?
- VIDEO ANSWER – Please record a short loom video answering: Describe your management style. Include details on the smallest and largest teams you’ve managed, how you structured communication, and how you ensured consistent accountability and performance.
Note: When submitting your application and responses, kindly include your country of residence, LinkedIn Profile, and Resume.
Requirements
– 3 plus years leading customer service teams in a high-touch or high-expectation environment.
– Experience improving SOPs, workflows, and team structures.
– Comfort using Monday.com, Zendesk, Guru, Google Workspace, and basic automations.
– Proven ability to run a CS team and drive high-quality execution end-to-end.
– Availability in EST timezone, 8am to 5pm, with some weekend flexibility.
Why Join Us
This is a high-impact director-level role where you will shape and lead the entire CS function for a luxury brand. You will work closely with the CEO, guide a team, and build the systems that enable the company to scale with excellence.
To apply: https://weworkremotely.com/remote-jobs/sienna-charles-llc-customer-service-director-full-time-role
