Director of Customer Service

ThriftBooks is seeking an experienced Director of Customer Service to lead customer service strategy and operations across our direct-to-consumer eCommerce business. This role will focus on delivering an exceptional customer experience, developing high-performing teams, improving operational efficiency, and leveraging technology to continuously improve service quality and customer satisfaction.

What You Will Do:

As the Director of Customer Service, you'll lead the strategy, operations, and continued evolution of ThriftBooks' customer service organization. You'll focus on delivering an exceptional customer experience, developing high-performing teams, improving operational efficiency, and leveraging technology to support our growing eCommerce business.

• Develop and execute a customer service strategy focused on customer satisfaction, operational efficiency, and continuous improvement.
• Oversee customer service operations across multiple locations and remote teams, ensuring consistent service quality and performance.
• Establish and manage key performance metrics, including customer satisfaction, response times, resolution rates, productivity, and operational costs.
• Lead, coach, and develop Customer Service Managers, Team Leads, and frontline teams, fostering accountability, collaboration, and professional growth.
• Oversee staffing, workforce planning, performance management, and resource allocation to support business needs.
• Leverage AI, automation, self-service solutions, and emerging technologies to improve customer experience and operational efficiency.
• Partner with Marketing, Operations, Technology, Finance, and other departments to resolve recurring issues and improve the customer journey.
• Use customer feedback, performance data, and industry trends to identify opportunities for innovation and process improvement.
• Oversee escalated customer concerns, returns, refunds, and fraud-related activity, balancing customer satisfaction with financial responsibility.
• Manage departmental budgets and operational costs, identifying opportunities to improve efficiency, reduce risk, and protect profitability.

Location:This is a hybrid position with in-person days in our Dallas, TX Processing Center. Occasional travel to Seattle, WA Corporate Office is required.

Base Salary:$135k - $160k/yr. This range reflects the good-faith hiring base salary range for this position. However, individual salaries are determined by a variety of factors including, but not limited to, business considerations, local market conditions, internal equity, as well as candidate qualifications such as skills, experience, and education/training.

Why You Will Love It Here:

• Annual 10% bonus incentive
• Competitive compensation package
• Earn Paid Time Off at Accrual Rate of 15 days per year
• Six Paid Holidays per calendar year
• Medical & Vision Insurance
• Dental Insurance
• Company paid STD/LTD
• Company paid Life Insurance
• 401k match program
• Professional development & growth opportunities
• Work with nice, fun people
• FREE BOOKS!

ThriftBooks is unable to provide employment visa sponsorship at this time. Applicants must be legally authorized to work in the United States. All candidates must be willing to authorize a background check. All applicants agree to ThriftBooks Privacy Notice for Employment-Related Personal Data:https://www.thriftbooks.com/s/employment-privacy-notice/ #COR80

ThriftBooks is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment where all applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other characteristic protected by applicable law.

Qualifications

What You Will Need:

• 8+ years of experience in customer service operations, including leading teams.
• Proven success leading and scaling customer service operations in an eCommerce or direct-to-consumer environment.
• Strong understanding of customer service metrics, operational efficiency, and performance management.
• Experience developing high-performing teams across multiple locations or remote environments.
• Experience leveraging technology, automation, and customer service tools to improve efficiency and customer experience.
• Strong analytical, financial, and problem-solving skills, with experience managing budgets, improving processes, and driving measurable results.
• Proven ability to lead change and collaborate effectively across departments.
• Bachelor's degree in Business, Management, or a related field, or equivalent experience.

Preferred Qualifications

• Experience in high-volume eCommerce customer service operations.
• Experience implementing AI, chatbots, self-service solutions, or CRM technologies.
• Experience balancing customer satisfaction, operational efficiency, and cost management.
• Passion for books, reading, and sustainability.