Director of Client Services
Director of Client Services
Location: Remote (South Africa)
Employment Type: Full-Time
Working Hours: US Hours (9am - 5pm EST)
Overseeing the client services team and driving strategies to deliver exceptional client support and satisfaction. This leadership position requires a proactive and experienced professional who can manage team operations, foster client relationships, and collaborate across departments to ensure seamless, high-quality service delivery.
Key Responsibilities:
- Lead, manage, and mentor the client services team to achieve performance goals and ensure professional development.
- Develop and implement client service protocols and best practices to enhance client experiences.
- Serve as a senior point of contact for escalated client issues and complex inquiries, ensuring timely resolution.
- Collaborate with sales, operations, and product teams to align client services strategies with company objectives.
- Analyze client feedback and service metrics to identify areas for improvement and implement action plans.
- Drive process improvements to increase efficiency and effectiveness within the client services department.
- Report on team performance, client satisfaction, and service KPIs to senior management.
Requirements
Requirements:
- 5+ years of experience in client services, account management, or related customer-facing leadership roles.
- Proven leadership and team management skills with the ability to motivate and develop a high-performing team.
- Strong problem-solving capabilities and a customer-centric mindset.
- Excellent communication and interpersonal skills.
- Experience with CRM and client management software.
- Ability to work effectively in a fast-paced, remote environment across time zones.
- Strong organizational skills with a focus on process optimization and quality assurance.
Benefits
- Comfortable working U.S. hours
- Remote work from home
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